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Chapter - IV
ANALYSIS AND
INTERPRETATION
109
CHAPTER - IV
ANALYSIS AND INTERPRETATION
The following pages of this chapter encompasses the systematic analysis of
the data collected from the selected respondents to determine their perception towards
the e-Banking services of both the private and public sector banks. These are the data
collected from the selected respondents in a significant manner and tabulated
systematically. The collected data are divided in to both private and public sector
respondent wise to determine the results. The inferences are drawn and presented then
there with clean emphasis. This section is divided into two parts viz., the data analysis
in simple for the understanding of the perception, satisfaction and problems of the
e-banking services of the selected customers of both private and public sector banks
and the hypothetical analysis on the basis of the hypotheses framed significantly. The
researcher has given much significance to the selection of respondents and more
careful in tabulation of the information collected in a chronological order. This would
help to obtain the accurate results for analytical purpose as well as important findings.
The following pages would depict the tabulated data collected from the
respondents and inferences drawn from the analysis:
110
The gender of the respondents is the important variable in determining their
attitudes and perception towards their general activities and in specific the e-banking
services of the select banks. In this regard, the researcher has classified the selected
respondents on the basis of their gender and presented in the table below:
TABLE IV.1
GENDER WISE CLASSIFICATION OF THE RESPONDENTS
Gender Private Sector Banks Public Sector Banks Total
Respondents % Respondents % Respondents %
Male 150 60.0 143 57.2 293 58.6
Female 100 40.0 107 42.8 207 41.4
Total 250 100 250 100 500 100
Source: Primary data
The above table shows the gender wise classification of the selected
respondents of both private and public sector banks for the study. Among the selected
250 private bank respondents, 150 (60 per cent) respondents are male and 100 (40 per
cent) respondents are female. Out of the total 250 respondents of public sector banks,
143 respondents (57.2 per cent) are male and the rest of 107 respondents (42.8 per
cent) are female.
Out of the total 500 selected respondents for study purposes, 293 respondents
(58.6 per cent) are male and the rest of 207 respondents (41.4 per cent) are female.
This shows the maximum of male respondents included in the study due to
availability as per the survey conducted. It is to conclude that 150 respondents of
private banks and 143 respondents of public sector banks are male under study.
111
The following table shows the marital status wise classification of the
respondents which is most significant variable that determines the savings and other
related activities related to banks for the empowerment. Hence, the researcher has
considered such as most vital part and tabulated below:
TABLE IV.2
MARITAL STATUS WISE CLASSIFICATION OF THE RESPONDENTS
Marital Status
Private Sector
Banks
Public Sector
Banks Total
Respondents % Respondents % Respondents %
Married 134 53.6 133 53.2 267 53.4
Unmarried 116 46.4 117 46.8 233 46.6
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the classification of the respondents on the basis of
their marital status. Out of the total 250 private bank respondents selected for the
study, 134 respondents (53.6 per cent) are married and the rest of 116 respondents
(46.4 per cent) are unmarried. Among the selected 250 public sector bank
respondents, 133 respondents (53.2 per cent) are married and the rest of 117
respondents (46.8 per cent) are unmarried.
Out of the total 500 respondents of both the banks, 267 respondents (53.4 per
cent) are married and the rest of 233 respondents (46.6 per cent) are unmarried. This
exhibits the interest of the married respondents in banking activities that are signified
112
from the survey. It is concluded that nearly 134 respondents of private banks and 133
respondents of public banks are married under the study.
The following page reveals the age wise classification of the respondents
selected for the study purpose because the age is another vital variable that certainly
determines the individual’s banking activities for their growth.
TABLE IV.3
AGE WISE CLASSIFICATION OF THE RESPONDENTS
Age
Private Sector
Banks Public Sector Banks Total
Respondents % Respondents % Respondents %
Below 30yrs 83 33.2 82 32.8 165 33.0
31 to 40yrs 105 42.0 114 45.6 219 43.8
41 to 50yrs 37 14.8 22 8.8 59 11.8
51yrs &
above 25 10.0 32 12.8 57 11.4
Total 250 100 250 100 500 100
Source: Primary data.
The above table exhibits the age wise classification of the respondents of both
the banks selected for the study. Out of the total 250 private bank respondents, 83
respondents (33.2 per cent) belongs to the age group of below 30 years; 105
respondents (42 per cent) belongs to 31-40 years; 37 respondents (14.8 per cent)
belongs to 41-50 years; and the rest of 25 respondents (10 per cent) belongs to 51
years and above group of age. Among the total 250 respondents of public sector
banks, 82 respondents (32.8 per cent) belong to below 30 years of age; 114
respondents (45.6 per cent) belongs to 31-40 years; 22 respondents (8.8 per cent)
belongs to 41-50 years; and the rest of 32 respondents (12.8 per cent) belongs to 51
and above group of age.
113
Out of the total 500 respondents of both the banks, 165 respondents (33 per
cent) belongs to the age group of below 30 years; 219 respondents (43.8 per cent)
belongs to 31-40 years of age; 59 respondents (11.8 per cent) belongs to 41-50 years
of age; and the rest of 57 respondents (11.4 per cent) belongs to the age group of 51
years and above. This shows the initiative and interest of the respondents of 31-40
years of age group in banking activities in particular e-banking transactions. The
maximum of 105 respondents of private banks and 219 respondents of public banks
are found from the age group of 31-40 years under study.
The following table exhibits the educational qualifications wise classification
of the respondents. The necessity of this classification is to determine the perception
of the respondents towards the involvement in e-banking activities and the utilization
of the benefits of the e-banking transactions.
TABLE IV.4
BASED ON THE QUALIFICATIONS THE CLASSIFICATION OF THE
RESPONDENTS
Educational
Qualifications
Private Sector
Banks
Public Sector
Banks Total
Respondents % Respondents % Respondents %
Primary 27 10.8 72 28.8 99 19.8
HSC 93 37.2 82 32.8 175 35.0
UG 99 39.6 61 24.4 160 32.0
PG 24 9.6 29 11.6 53 10.6
Professional 7 2.8 6 2.4 13 2.6
Total 250 100 250 100 500 100
Source: Primary data.
114
The above table shows the educational qualifications wise classification of the
respondents for the purpose of the analysis of the variable. Out of the total 250 private
sector bank respondents, 27 respondents (10.8 per cent) have got the primary
education; 93 respondents (37.2 per cent) have crossed higher secondary education;
99 respondents (39.6 per cent) have got the UG degree; 24 respondents (9.6 per cent)
are PG degree; and the rest of 7 respondents (2.8 per cent) are professionally
qualified.
Among the total 250 public sector bank respondents, 72 respondents (28.8 per
cent) have got the primary education; 82 respondents (32.8 per cent) have crossed the
higher secondary education; 61 respondents (24.4 per cent) have got the UG degree;
29 respondents (11.6 per cent) are PG degree; and the rest of 75 respondents (30 per
cent) are professionally qualified.
Out of the total 500 respondents of both the banks, 99 respondents (19.8 per
cent) have got the primary education; 175 respondents (35 per cent) have got the
Higher secondary education; 160 respondents (32 per cent) have possessed the UG
degree; 53 respondents (10.6 per cent) have got the PG degree; and the rest of 13
respondents (2.6 per cent) are professionally qualified.
It is found that the interest of the respondents who possessed the higher level
education in the e-banking transactions, particularly those who completed their
schooling and degree levels. It is also found that among the total respondents, 99
respondents of private sector banks have completed their UG degree and 82
respondents of public sector banks have completed the higher secondary education
under the study.
115
The following table depicts the classification of the respondents on the basis of
their occupational status which influences them towards their proportion of banking
activities particularly the e-banking transactions for their personal purposes.
TABLE IV.5
THE CLASSIFICATION OF THE RESPONDENTS BASED ON THE STATUS
OF THEIR OCCUPATION
Occupational
Status
Private Sector
Banks
Public Sector
Banks Total
Respondents % Respondents % Respondents %
Govt. 74 29.6 82 32.8 156 31.2
Private 54 21.6 59 23.6 113 22.6
Business 6 2.4 4 1.6 10 2.0
Professional 27 10.8 30 12.0 57 11.4
Others 89 35.6 75 30.0 164 32.8
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the occupational status wise classification of the
respondents for the purpose of analysis. Out of the total 250 private sector bank
respondents, 74 respondents (29.6 per cent) are in govt. departments; 54 respondents
(21.6 per cent) are in private firms; 6 respondents (2.4 per cent) are doing their
business; 27 respondents (10.8 per cent) are professionals; and the rest of 89
respondents (35.6 per cent) are otherwise engaged.
116
Among the total 250 respondents of public sector banks, 82 respondents (32.8
per cent) are in govt. departments; 59 respondents (23.6 per cent) are in private firms;
4 respondents (1.6 per cent) are doing their business; 30 respondents (12 per cent) are
professionals; and the rest of 75 respondents (30 per cent) are otherwise engaged.
Out of the total 500 respondents of both the banks, 156 respondents (31.2 per
cent) are in govt. departments; 113 (22.6 per cent) respondents are in private firms; 10
respondents (2 per cent) are doing their business; 57 respondents (11.4 per cent) are
professionals; and the rest of 164 respondents (32.8 per cent) are otherwise engaged.
It is found that the maximum of the private and public sector banks
respondents are in government departments that necessitates their regular banking
transactions, particularly e-banking activities. It is also noted that 74 respondents of
private sector banks and 82 respondents of public sector banks are in government
departments.
The following table depicts the classification of the respondents on the basis of
their monthly income with the reason that the monthly income is the main criterion
influencing the volume of banking activities of the individuals. Hence, such
classification is made for analytical purposes.
117
TABLE IV.6
THE CLASSIFICATION OF THE RESPONDENTS BASED ON THE
MONTHLY INCOME
Monthly
Income
Private Sector
Banks Public Sector Banks Total
Respondents % Respondents % Respondents %
Below
Rs.10000 77 30.8 89 35.6 166 33.2
Rs.10001 to
25000127 50.8 105 42.0 232 46.4
Rs.25001 to
5000025 10.0 27 10.8 52 10.4
Rs.50001 &
above 21 8.4 29 11.6 50 10.0
Total250 100 250 100 500 100
Source: Primary data.
The above table encompasses the monthly income wise classification of the
respondents on the core. Out of the total 250 respondents of private sector banks, 77
respondents (30.8 per cent) are earning Rs.10000 and below; 127 respondents (50.8
per cent) are earning Rs.10001 to Rs.25000; 25 respondents (10 per cent) are earning
Rs.25001 to Rs.50000; and the rest of 21 respondents ( 8.4 per cent) are earning
Rs.50000 and above as their monthly income.
Among the total 250 public sector bank respondents, 89 respondents (35.6 per
cent) are earning Rs.10000 and below; 105 respondents (42 per cent) are earning
Rs.10001 to Rs.25000; 27 respondents (10.8 per cent) are earning Rs.25001 to
Rs.50000; and the rest of 29 respondents (11.6 per cent) are earning Rs.50001 and
above as their monthly income.
118
Out of the total 500 respondents of both the banks, 166 respondents (33.2 per
cent) are earning Rs.10000 and below; 232 respondents (46.4 per cent) are earning
Rs.10001 to Rs.25000; 52 respondents (10.4 per cent) are earning Rs.25001 to
Rs.50000; and the rest of 50 respondents (10 per cent) are earning Rs.50000 and
above as their monthly income.
It is found that the volume of monthly income of the respondents fell in
between Rs.10001 to Rs.25000 was very huge with no. of respondents. Hence it is
concluded that the maximum no. of selected respondents are earning between
Rs.10001 to Rs.25000. Out of the total, 127 respondents of private sector banks and
105 respondents of public sector banks are earning Rs.10001 to Rs.25000.
The residential area is the significant determinant in the perception of the
customers in all their activities particularly in banking as well as the e-banking
activities because it justifies their progress through the distance travelling,
accessibility and others. Hence it is signified with a research perception and tabulated
below:
TABLE IV.7
RESIDENTIAL STATUS WISE THE CLASSIFICATION OF THE
RESPONDENTS
Residential
Area
Private Sector
Banks
Public Sector
Banks Total
Respondents % Respondents % Respondents %
Urban 107 42.8 116 46.4 223 44.6
Semi-urban 77 30.8 72 28.8 149 29.8
Rural 66 26.4 62 24.8 128 25.6
Total 250 100 250 100 500 100
Source: Primary data.
119
The above table shows the classification of the respondents on the basis of
their area of residence viz., Urban, Semi-urban and Rural. Out of the total 250 private
sector bank respondents, 107 respondents (42.8 per cent) are residing at urban area;
77 respondents (30.8 per cent) are at semi-urban area; and the rest of 66 respondents
(26.4 per cent) are residing at rural area.
Among the total 250 public sector bank respondents, 116 respondents (46.4
per cent) are residing at urban area; 72 respondents (28.8 per cent) are residing at
semi-urban area; and the rest of 62 respondents (24.8 per cent) are residing at rural
area.
Out of the total 500 respondents of both the banks, 223 respondents (44.6 per
cent) are residing at urban area; 149 respondents (29.8 per cent) are residing at semi-
urban area; and the rest of 128 respondents (25.6 per cent) are residing at rural area.
It is found that the residential area of the respondents has an impact on their
banking activities due to their time and distance of their travel to the banks and doing
their activities particularly the e-banking transactions, because all of the respondents
might not have the facilities at their hands perhaps the lack of technological supports
at their residences.
Out of the total respondents, 107 private bank respondents (42.8 per cent) are
residing at urban area and 116 respondents of public sector banks (46.4 per cent) are
residing at urban area, which are the maximum portion of the total selected for the
study. It is concluded that the urban respondents are the majority in number among
the total selected respondents for the study purposes.
120
The specification of the frequency of using the e-banking services is an
important determinant in the perception of the customers towards the e-banking
services provided by the banks. The researcher has taken into account the same with
yes or no option inquiry and asked the respondents for their opinion. As they
answered, the results are tabulated and presented below:
TABLE 1V.8
THE DETAILS OF THE FREQUENT USE OF THE E-BANKING SERVICES
(in 3 months duration)
Services
Yes No. of
Times
No
Private
Sector Bank
Respondents
Public
Sector Bank
Respondents
Private
Sector Bank
Respondents
Public
Sector Bank
Respondents
Mobile Recharge 162
(64.8)
189
(75.6)
Often 88
(35.2)
61
(24.4)
Payment of
Telephone Bill
143
(57.2)
152
(60.8)
Every
time
107
(42.8)
98
(39.2)
Payment of
Electric Bill
126
(50.4)
142
(56.8)
Once in
two
months
124
(49.6)
108
(43.2)
Money Transfer 156
(62.4)
182
(72.8)
If
required
94
(37.6)
68
(27.2)
Railway Ticket
Booking
66
(26.4)
94
(37.6)
If
necessary
184
(73.6)
156
(62.4)
Air Ticket
Booking
24
(9.6)
18
(7.2)
Non-
often
226
(90.4)
232
(92.8)
Filing of Tax
Return
68
(27.2)
78
(31.2)
Every
year
182
(72.8)
172
(68.8)
Investments etc 96
(38.4)
107
(42.8)
When
funds
available
154
(61.6)
143
(57.2)
Source: Primary data.
Note : Figures in parentheses are percentages.
121
The above table shows the results of the inquiry made with the selected
respondents for their opinion on the frequency of using the e-banking services of both
the banking sectors. Out of the total 250 respondents of private sector banks, 162
respondents (64.8 per cent) use the e-banking services for mobile recharge and 88
respondents (35.2 per cent) not uses the services. 143 respondents (57.2 per cent) use
the services for payment of telephone bills and 107 respondents (42.8 per cent) not
use the same. 126 respondents (50.4 per cent) use the services for payment of electric
bills and 124 respondents (49.6 per cent) not use the same.
Out of the total, 156 respondents (62.4 per cent) use the services for money
transfer and 94 respondents (37.6 per cent) not use the same. 66 respondents (26.4 per
cent) use the services for railway ticket booking and 184 respondents (73.6 per cent)
not utilize the same. Among them 24 respondents (9.6 per cent) use the same for air
ticket booking and 226 respondents (90.4 per cent) not use the services. 68
respondents (27.2 per cent) use the services for filing of tax returns and 182
respondents (72.8 per cent) not use the same. 96 respondents (38.4 per cent) use the
services for their investments in several avenues and 154 respondents (61.6 per cent)
not use the services.
Out of the total 250 respondents of public sector banks, 189 respondents (75.6
per cent) use the e-banking services for mobile recharge and 61 respondents (24.4 per
cent) not uses the services. 152 respondents (60.8 per cent) use the services for
payment of telephone bills and 98 respondents (39.8 per cent) not use the same. 142
respondents (56.8 per cent) use the services for payment of electric bills and 108
respondents (43.2 per cent) not use the same. Out of the total, 182 respondents (72.8
122
per cent) use the services for money transfer and 68 respondents (27.2 per cent) not
use the same. 94 respondents (37.6 per cent) use the services for railway ticket
booking and 156 respondents (62.4 per cent) not utilize the same. Among them 18
respondents (7.2 per cent) use the same for air ticket booking and 232 respondents
(92.8 per cent) not use the services. 78 respondents (31.2 per cent) use the services for
filing of tax returns and 172 respondents (68.8 per cent) not use the same. 107
respondents (42.8 per cent) use the services for their investments in several avenues
and 143 respondents (57.2 per cent) not use the services.
The opinions are consolidated for both the banks and presented that the mobile
recharge is done often; payment of telephone bill is at every time; payment of electric
bill at once in two months; the money transfer is done as and when required; the
railway ticket booking is done if necessary; the air ticket booking is done non-often;
the tax returns are filed at the end of every year; and the investments are done through
e-banking services as and when the funds are available with the respondents.
It is found that the maximum of respondents of both the banking sectors have
opined on the use of e-banking services as to recharge their mobiles viz., 162
respondents of private banks and 189 respondents of public banks. This would reveal
their regular access to the e-banking services to a particular activity not for others.
The Name of the bank and the account maintenance of the individual
respondents would reveal their interest in the e-banking activities for their regular
access. The banks are classified into public and private sector and the no. of banks are
limited to five for the study purposes.
123
TABLE IV.9
CLASSIFICATION OF THE RESPONDENTS ON THE BASIS OF THEIR
HOLDING OFACCOUNTS WITH BANKS
Name of the
bank
(Private)
Private Sector
Banks
Name of
the bank
(Public)
Public Sector
Banks Total
Respondents % Respondents % Respondents %
ICICI Bank 54 21.6State bank
of India 50 20.0 104 20.8
Karur Vysya
Bank 51 20.4 Indian Bank 68 27.2 119 23.8
City Union
Bank 19 7.6
Indian
Overseas
bank
16 6.4 35 7.0
HDFC Bank 47 18.8Canara
Bank 38 15.2 85 17.0
ING Vysya
Bank79 31.6
Bank of
India 78 31.2 157 31.4
Total 250 100 Total 250 100 500 100
Source: Primary data.
Among the selected 250 private bank respondents, 54 respondents (21.6 per
cent) are the ICICI bank account holders; 51 respondents (20.4 per cent) are the KVB
account holders; 19 respondents (7.6 per cent) are the CUB account holders; 47
respondents (18.8 per cent) are the HDFC bank account holders; and the rest of 79
respondents (31.6 per cent) are the ING Vysya bank account holders.
Among the selected 250 public sector bank respondents, 50 respondents (20
per cent) are the SBI account holders; 68 respondents (27.2 per cent) are the Indian
Bank account holders; 16 respondents (6.4 per cent) are the IOB account holders; 38
respondents (15.2 per cent) are the Canara bank account holders; and The rest of 78
respondents (31.2 per cent) are the Bank of India account holders.
124
It is to sum up that, out of the total 500 selected respondents of both the banks,
79 respondents (31.6 per cent) of private sector banks are the account holders of ING
Vysya bank and 78 respondents (31.2 per cent) of public sector banks are the account
holders of Bank of India.
It is found that the maximum 79 respondents of private sector banks are the
ING Vysya bank account holders; and the minimum of 16 respondents (6.4 per cent)
of the public sector banks are the account holders of Indian Overseas Bank. This
shows their interest in operating the accounts with many different banks for their
personal purposes.
The opinion of the respondents regarding their no. of account holdings at bank
are signified and drawn for the purpose of analysis. This is to know their interest in
operating and accessing the accounts at several banks for their personal use. Hence
the researcher has drawn their opinion and tabulated as below:
TABLE IV.10
CLASSIFICATION OF THE RESPONDENTS ON THE BASIS OF HOLDING
OF NUMBER OFACCOUNTS
Details
Private Sector
Banks Public Sector Banks Total
Respondents % Respondents % Respondents %
One Bank 84 33.6 138 55.2 222 44.4
More than
One Bank 166 66.4 112 44.8 278 55.6
Total 250 100 250 100 500 100
Source: Primary data.
125
The above table exhibits the status of the respondents in connection with the
no. of account holdings in the banks. Out of 250 selected private bank respondents, 84
respondents (33.6 per cent) hold their accounts with one bank and the rest of 166
respondents (66.4 per cent) hold their accounts with more than one bank.
Among the total 250 selected respondents of the public sector banks, 138
respondents (55.2 per cent) hold their accounts with one bank and the rest of 112
respondents (44.8 per cent) hold their accounts with more than one bank.
Out of the total 500 selected respondents of both the banks, 222 respondents
(44.4 per cent) hold their accounts with one bank and the rest of 278 respondents
(55.6 per cent) hold their accounts with more than one bank. This shows the interest
of so many respondents to have access with more than one bank. Most of the
respondents in the private sectors hold their accounts with more than one bank. It is
concluded that 166 respondents of private sector banks hold their accounts with more
than one bank; but 138 public sector bank respondents hold one account with the
banks as maximum.
The online transactions, particularly the e-banking transactions are to be done
through the internet access of the customers on their own either using the PCs or the
data cards in mobiles. Hence, the researcher has asked the opinions of the selected
respondents on their internet access either on own or with the help of others. All the
respondents have accepted they have an account access to internet either on their own
or through others.
126
TABLE IV.11
SEGREGATION OF THE RESPONDENTS ON THEIR OPERATIONAL
ACCESS TO INTERNET
Details
Private Sector
Banks
Public Sector
Banks Total
Respondents % Respondents % Respondents %
Office 99 39.6 113 45.2 212 42.4
Home 112 44.8 119 47.6 231 46.2
Browsing
Centre 39 15.6 18 7.2 57 11.4
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows that the operational access to internet of the selected
respondents. Out of the total 250 selected private sector respondents, 99 respondents
(39.6 per cent) have an access to internet at their offices; 112 respondents (44.8 per
cent) have an access at their homes; and the rest of 39 respondents (15.6 per cent)
have an access at browsing centers for their convenience.
Among the selected 250 respondents of the public sector banks, 113
respondents (45.2 per cent) have an access to internet at their offices; 119 respondents
(47.6 per cent) have an access to internet at their homes; and the rest of 18
respondents (7.2 per cent) have an access at browsing centers for their convenience.
It is found that out of the total selected 500 respondents, 212 respondents (42.4
per cent) have an access to internet at their offices; 231 respondents (46.2 per cent)
127
have an access at their homes; and the rest of 57 respondents (11.4 per cent) have an
access at browsing centers for their convenience.
It is also found that the maximum of 112 respondents of the private sector
banks have an access to internet at their homes; and 119 respondents of the public
sector banks have an access to internet at their homes. This is due to their facilitated
operations to internet for their account access with the banks.
The importance of the security of the financial information available and the
management of the same over internet to the banks is the challenging prospects today.
The banks have to keep the customers feel secured over their information kept. In this
regard, the selected respondents are requested to present their opinions and presented
below:
TABLE IV.12
OPINION ON THE FINANCIAL INFORMATION SECURITY OF
CUSTOMERS
OpinionsPrivate Public Total
Respondents % Respondents % Respondents %
Very Secured 95 38.0 86 34.4 181 36.2
Secured 80 32.0 80 32.0 160 32.0
Not secured 24 9.6 35 14.0 59 11.8
Unsecured 36 14.4 39 15.6 75 15.0
Highly
unsecured 15 6.0 10 4.0 25 5.0
Total 250 100 250 100 500 100
Source: Primary data.
128
The above table exhibits the opinion of the respondents on their security of the
financial information available with the bankers and managed over the internet.
Among the total 250 selected respondents of private sector banks, 95 respondents (38
per cent) very much secured; 80 respondents (32 per cent) secured; 24 respondents
(9.6 per cent) said not secured; 36 respondents (14.4 per cent) said unsecured; and the
rest of 15 respondents (6 per cent) highly unsecured on the security level of financial
information available and the management of the same over internet by the bankers.
Among the total 250 selected respondents of public sector banks,
86respondents (34.4 per cent) very much secured; 80 respondents (32 per cent)
secured; 35 respondents (14.0 per cent) said not secured; 39 respondents (15.6 per
cent) said unsecured; and the rest of 10 respondents (4 per cent) highly unsecured on
the security level of financial information available and the management of the same
over internet by the bankers.
It is to sum up, out of the total 500 respondents of both the banking sectors,
181respondents (36.2 per cent) very much secured; 160 respondents (32 per cent)
secured; 59 respondents (11.8 per cent) said not secured; 75 respondents (15.0 per
cent) said unsecured; and the rest of 25 respondents (5 per cent) highly unsecured on
the security level of financial information available and the management of the same
over internet by the bankers.
It is found that the maximum of 95 respondents of the private banks and 86
respondents of public banks have felt very much secured of their financial information
available with the bankers and the management of the same over internet.
129
The nature of the e-banking services is significant variable that is determining
the perception of the customers in several dimensions on their preference towards
choosing the particular service. Their preferences are also ranked according to their
opinion and presented below:
TABLE IV.13
NATURE OF E-BANKING SERVICES PREFERRED AND IT’S RANKING
Services
Yes
No. of
Times Rank
No
Private
Sector
Bank
Respon
dents
Public
Sector
Bank
Respon
dents
Private
Sector
Bank
Respon
dents
Public
Sector
Bank
Respon
dents
ATM / Debit card 196
(78.4)
187
(74.8)
Twice a
week
First 54
(21.6)
63
(25.2)
Credit Card 108
(43.2)
96
(38.4)
Once in a
month
Second 142
(56.8)
154
(61.6)
Mobile Banking 88
(35.2)
76
(30.4)
If
necessary
Third 162
(64.8)
174
(69.6)
Online Banking 66
(26.4)
87
(34.8)
According
to the situation
Fourth 184
(73.6)
163
(65.2)
Tele Banking 54
(21.6)
62
(24.8)
Non-often Fifth 196
(78.4)
188
(75.2)
Source: Primary data.
Note : Figures in parentheses are percentages.
The above table shows the results of the inquiry made with the selected
respondents for their opinion on the nature of the e-banking services preferred by
them from both the banking sectors. Out of the total 250 respondents of private sector
130
banks, 196 respondents (78.4 per cent) prefer the e-banking services for ATM/debit
cards and 54 respondents (21.6 per cent) not prefer the services. 108 respondents
(43.2 per cent) prefer the services for credit cards and 142respondents (56.8 per cent)
not prefer the same. 88 respondents (35.2 per cent) prefer the services for mobile
banking and 162 respondents (64.8 per cent) not prefer the same. Out of the total, 66
respondents (26.4 per cent) prefer the services for online banking and 184 respondents
(73.6 per cent) not prefer the same. 54 respondents (21.6 per cent) prefer the services
for telebanking and 196 respondents (78.4 per cent) not prefer the same.
Out of the total 250 respondents of public sector banks, 187 respondents (74.8
per cent) use the e-banking services for ATM/debit cards and 63 respondents (25.2
per cent) not prefer the services. 96 respondents (38.4 per cent) prefer the services for
credit cards and 154 respondents (61.6 per cent) not prefer the same. 76 respondents
(30.4 per cent) prefer the services for mobile banking and 134 respondents (69.6 per
cent) not prefer the same. Out of the total, 87 respondents (34.8 per cent) prefer the
services for online banking and 163 respondents (65.2 per cent) not prefer the same.
62 respondents (24.8 per cent) prefer the services for telebanking and 188 respondents
(75.2 per cent) not prefer the same.
The opinions are consolidated for both the banks and presented that the
ATM/debit card is preferred to be used twice a week; credit card is preferred to be
used once in a month; mobile banking is preferred to be used if necessary; the online
banking is preferred to be used according to the situation; and the telebanking is
preferred to be used non-often due to the lesser benefits of the same.
131
It is found that the maximum of respondents of both the banking sectors have
opined on the preference of e-banking services as to have the ATM/debit cards viz.,
196 respondents of private banks and 187 respondents of public banks. This would
reveal their regular access and preference to the e-banking services to a particular
activity not for others.
The preference is ranked as first for ATM/debit card; second for credit card;
third for mobile banking; fourth for online banking; and fifth for telebanking as
worded by the respondents according to their preferences.
E-BANKING SERVICE QUALITIES
Then perception of the customers are derived in connection with the service
qualities of the e-banking services and presented in the following pages. These are
interlinked with the components of relevant and accurate information received from
the bankers; the updated information on accounts; the maintenance of accurate record;
and the restriction on the unauthorized access of the accounts. The above said are
perhaps the qualities of the service providers regarding the banking activities. This
would help to understand the qualities existed in the select banks of both the sectors.
132
The e-banking service qualities are to be relevant and accurate information is
to be given to the customers for their transactions consistently. In this regard the
opinions of the customers are collected and presented in the table below:
TABLE IV.14
OPINION IN THE PROVISION OF RELEVANT AND ACCURATE
INFORMATION
Opinion
Private Sector
Banks
Public Sector
BanksTOTAL
Respondents % Respondents % Respondents %
Strongly agree 76 30.40 94 37.60 170 34.00
Agree 77 30.80 107 42.80 184 36.80
No opinion 39 15.60 17 6.80 56 11.20
Disagree 17 6.80 14 5.60 31 6.20
Strongly
disagree 41 16.40 18 7.20 59 11.80
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
qualities of the relevant and accurate information that are presented by the bankers for
their transactions. Out of the total 250 privates sector bank respondents, 76
respondents (30.4 per cent) strongly agree; 77 respondents (30.8 per cent) agree; 39
respondents (15.6 per cent) opined nothing; 17 respondents (6.8 per cent) disagree;
and the rest of 41 respondents (16.4 per cent) said strongly disagree with the above
statement.
Among the total selected 250 public sector bank respondents, 94 respondents
(37.6 per cent) strongly agree; 107 respondents (42.8 per cent) agree; 17 respondents
(6.8 per cent) said nothing; 14 respondents (5.6 per cent) disagree; and the rest of 18
respondents (7.2 per cent) strongly disagree with the statement of getting relevant and
accurate information.
133
It is found that among the total 500 respondents of both the sectors, 170
respondents (34 per cent) strongly agree; 184 respondents (36.8 per cent) agree; 56
respondents (11.2 per cent) said nothing; 31 respondents (6.2 per cent) disagree; and
the rest of 59 respondents (11.8 per cent) strongly disagree with the statement of
getting relevant and accurate information as a part of the e-banking service quality. It
is also found that, 77 respondents (30.8 per cent) of the private sector banks and 107
respondents (42.8 per cent) of the public sector banks have opined to agree with the
statement of getting relevant and accurate information from the banks for their
transactions as a part of the e-banking service quality. Hence, it is concluded that the
e-banking services are qualitative as worded by the maximum respondents.
The e-banking service qualities are to be with the updated information that is
to be given to the customers for their transactions consistently. In this regard the
opinions of the customers are collected and presented in the table below:
TABLE IV.15
OPINION IN PROVIDING THE QUALITY OF UPDATED INFORMATION
Opinion
Private Sector
BanksPublic Sector Bank TOTAL
Respondents % Respondents % Respondents %
Strongly agree 47 18.80 53 21.20 100 20.00
Agree 80 32.00 73 29.20 153 30.60
No opinion 64 25.60 82 32.80 146 29.20
Disagree 30 12.00 20 8.00 50 10.00
Strongly
disagree 29 11.60 22 8.80 51 10.20
Total 250 100 250 100 500 100
Source: Primary data
The above table shows the opinions of the selected respondents on the
provision of the updated information that are presented by the bankers for their
134
transactions. Out of the total 250 privates sector bank respondents, 47 respondents
(18.8 per cent) strongly agree; 80 respondents (32.0 per cent) agree; 64 respondents
(25.6 per cent) opined nothing; 30 respondents (12.0 per cent) disagree; and the rest of
29 respondents (11.6 per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 53 respondents
(21.2 per cent) strongly agree; 73 respondents (29.2 per cent) agree; 82 respondents
(32.8 per cent) said nothing; 20 respondents (8.0 per cent) disagree; and the rest of 22
respondents (8.8 per cent) strongly disagree with the statement of getting updated
information.
It is found that among the total 500 respondents of both the sectors, 100
respondents (20 per cent) strongly agree; 153 respondents (30.6 per cent) agree; 146
respondents (29.2 per cent) said nothing; 50 respondents (10.0 per cent) disagree; and
the rest of 51 respondents (10.2 per cent) strongly disagree with the statement of
getting updated information as a part of the e-banking service quality.
It is also found that, 80 respondents (32.0 per cent) of the private sector banks
agree and 82 respondents (32.8 per cent) of the public sector banks have opined
nothing to agree with the statement of getting updated information from the banks for
their transactions as a part of the e-banking service quality. Hence, it is concluded that
the e-banking services are somewhat qualitative as worded by the maximum
respondents. It is also suggested that the banks are to concentrate on providing the
updated information to the customers.
135
The e-banking service qualities are to be justified with the maintenance of
accurate record as supplement and that may also be given to the customers for their
transactions consistently. In this regard the opinions of the customers are collected
and presented in the table below:
TABLE IV.16
OPINION ON THE QUALITY OF ACCURATE RECORD
OpinionPrivate Sector Bank s Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly agree
62 24.80 78 31.20 140 28.00
Agree 68 27.20 59 23.60 127 25.40
No
opinion
21 8.40 24 9.60 45 9.00
Disagree 52 20.80 41 16.40 93 18.60
Strongly
disagree 47 18.80 48 19.20 95 19.00
Total 250 100 250 100 500 100
Source: Primary data
The above table shows the opinions of the selected respondents on the
qualities of the maintenance of accurate record as supplement that are presented by
the bankers for their transactions. Out of the total 250 privates sector bank
respondents, 62 respondents (24.8 per cent) strongly agree; 68 respondents (27.2 per
cent) agree; 21 respondents (8.4 per cent) opined nothing; 52 respondents (20.8 per
136
cent) disagree; and the rest of 47 respondents (18.8 per cent) strongly disagree with
the above statement.
Among the total selected 250 public sector bank respondents, 78 respondents
(31.2 per cent) strongly agree; 59 respondents (23.6 per cent) agree; 24 respondents
(9.6 per cent) said nothing; 41 respondents (16.4 per cent) disagree; and the rest of 48
respondents (19.2 per cent) strongly disagree with the statement of the maintenance of
accurate record as supplement.
It is found that among the total 500 respondents of both the sectors, 140
respondents (28 per cent) strongly agree; 127 respondents (25.4 per cent) agree; 45
respondents (9.0 per cent) said nothing; 93 respondents (18.6 per cent) disagree; and
the rest of 95 respondents (19.0 per cent) strongly disagree with the statement of the
maintenance of accurate record as supplement as a part of the e-banking service
quality.
It is also found that, 68 respondents (27.2 per cent) of the private sector banks
agree and 78 respondents (31.2 per cent) of the public sector banks said strongly agree
with the statement of the maintenance of accurate record as supplement from the
banks for the transactions of the customers as a part of the e-banking service quality.
Hence, it is concluded that the e-banking services are better qualitative and the
improvement is required to be done as worded by the maximum respondents.
The e-banking service qualities are to be justified with the restriction on the
unauthorized access of the account and the prevention steps taken by the banks in
137
favor of the customers regular transactions. To the effect the opinions of the
customers are collected and presented in the table below:
TABLE IV.17
RATING THE QUALITY OF RESTRICTION ON UNAUTHORIZED
ACCESS
Rating of
factor
Private Sector
BanksPublic Sector Banks
TOTAL
Respondents % Respondents % Respondents %
Strongly
agree50 20.00 47 18.80 97 19.40
Agree 57 22.80 72 28.80 129 25.80
No opinion 78 31.20 78 31.20 156 31.20
Disagree 51 20.40 38 15.20 89 17.80
Strongly
disagree 14 5.60 15 6.00 29 5.80
Total 250 100 250 100 500 100
Source: Primary data
The above table shows the opinions of the selected respondents on the
qualities of the restriction of the unauthorized access of the account and prevention
steps taken by the banks in favor of customers for their transactions. Out of the total
250 privates sector bank respondents, 50 respondents (20 per cent) strongly agree; 57
respondents (22.8 per cent) agree; 78 respondents (31.2 per cent) opined nothing; 51
respondents (20.4 per cent) disagree; and the rest of 14 respondents (5.6 per cent)
strongly disagree with the above statement.
138
Among the total selected 250 public sector bank respondents, 47 respondents
(18.8 per cent) strongly agree; 72 respondents (28.8 per cent) agree; 78 respondents
(31.2 per cent) said nothing; 38 respondents (15.2 per cent) disagree; and the rest of
15 respondents (6.0 per cent) strongly disagree with the statement of the restriction of
the unauthorized access of the account and prevention steps taken by the banks in
favor of customers for their transactions.
It is found that among the total 500 respondents of both the sectors, 97
respondents (19.4 per cent) strongly agree; 129 respondents (25.8 per cent) agree; 156
respondents (31.2 per cent) said nothing; 89 respondents (17.8 per cent) disagree; and
the rest of 29 respondents (5.8 per cent) strongly disagree with the statement of the
restriction of the unauthorized access of the account and prevention steps taken by the
banks in favor of customers for their transactions as a part of the e-banking service
quality.
It is also found that, 78 respondents (31.2 per cent) of the private sector banks
and 78 respondents (31.2 per cent) of the public sector banks said nothing as their
opinion on the statement of the restriction of the unauthorized access of the account
and prevention steps taken by the banks in favor of customers for their transactions as
a part of the e-banking service quality. Hence, it is concluded that the e-banking
services are to be tuned better qualitative and the improvement is required to be done
necessarily to keep intact of the security as worded by the large no. of respondents.
139
RESPONSIVENESS
The perception of the respondents is confined to the banker’s responses to the
customer’s transactions and their request based activities. Perhaps the responsiveness
is the mode of retaining the customers with the banker’s services. This is consisting of
the prompt responses for online requests; connections to the accounts; immediate help
for problems or queries; the responsive demo and advertisement; and the provision of
information with care and attention to the customer’s requirements. In this view, the
researcher has formulated the questions for the interview and drawn the perception of
the customers for research purposes.
The prompt responses for the online requests of the customers by the bankers
are the part of the e-banking services that influences the customers towards a
particular banker. First of all the prompt responses for online requests are to be done
by the bankers significantly. Hence the opinion of the customers is drawn and
tabulated as below:
TABLE IV.18
PROMPT RESPONSES FOR ONLINE REQUESTS
Opinion
Private Sector
BanksPublic Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree57 22.8 55 22.0 112 22.4
Agree 60 24.0 64 25.6 124 24.8
No opinion 39 15.6 54 21.6 93 18.6
Disagree 31 12.4 41 16.4 72 14.4
Strongly
disagree 63 25.2 36 14.4 99 19.8
Total 250 100 250 100 500 100
Source: Primary data
140
The above table shows the opinions of the selected respondents on the
banker’s prompt responses for online requests and steps taken by the banks in favor of
customers for their transactions. Out of the total 250 privates sector bank respondents,
57 respondents (22.8 per cent) strongly agree; 60 respondents (24 per cent) agree; 39
respondents (15.6 per cent) opined nothing; 31 respondents (12.4 per cent) disagree;
and the rest of 63 respondents (25.2 per cent) strongly disagree with the above
statement.
Among the total selected 250 public sector bank respondents, 55 respondents
(22 per cent) strongly agree; 64 respondents (25.6 per cent) agree; 54 respondents
(21.6 per cent) said nothing; 41 respondents (16.4 per cent) disagree; and the rest of
36 respondents (14.4 per cent) strongly disagree with the statement of the banker’s
prompt responses for online requests and steps taken by the banks in favor of
customers for their transactions.
It is found that among the total 500 respondents of both the sectors, 112
respondents (22.4 per cent) strongly agree; 124 respondents (24.8 per cent) agree; 93
respondents (18.6 per cent) said nothing; 72 respondents (14.4 per cent) disagree; and
the rest of 99 respondents (19.8 per cent) strongly disagree with the statement of the
banker’s prompt responses for online requests and steps taken by the banks in favor of
customers for their transactions.
It is also found that, 60 respondents (24.0 per cent) of the private sector banks
and 64 respondents (25.6 per cent) of the public sector banks said agree as their
opinion on the statement of the banker’s prompt responses for online requests and
steps taken by the banks in favor of customers for their transactions as a part of the
141
e-banking services. Hence, it is concluded that the e-banking services are to be tuned
better qualitative and the improvement is required necessarily to keep intact of the
customers with prompt responses as worded by the large no. of respondents.
The customers’ expectations are the immediate connections to the bank
accounts online while they do use of e-banking services. In this regard the opinions of
the customers are collected and analyzed as below:
TABLE IV.19
IMMEDIATE CONNECTIONS OF RESPONDENT TO E-BANKING
ACCOUNTS
Opinion
Private Sector
BanksPublic Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree 60 24.00 61 24.40 121 24.20
Agree 80 32.00 47 18.80 127 25.40
No opinion 54 21.60 67 26.80 121 24.20
Disagree 24 9.60 34 13.60 58 11.60
Strongly
disagree 32 12.80 41 16.40 73 14.60
Total 250 100 250 100 500 100
Source: Primary data
The above table shows the opinions of the selected respondents on the
immediate connections to their bank accounts online while they do the e-banking
activities for their transactions. Out of the total 250 private sector bank respondents,
142
60 respondents (24.0 per cent) strongly agree; 80 respondents (32 per cent) agree; 54
respondents (21.6 per cent) opined nothing; 24 respondents (9.6 per cent) disagree;
and the rest of 32 respondents (12.8 per cent) strongly disagree with the above
statement.
Among the total selected 250 public sector bank respondents, 61 respondents
(24.4 per cent) strongly agree; 47 respondents (18.8 per cent) agree; 67 respondents
(26.8 per cent) said nothing; 34 respondents (13.6 per cent) disagree; and the rest of
41 respondents (16.4 per cent) strongly disagree with the statement of the immediate
connections to their bank accounts online while they do the e-banking activities for
their transactions.
It is found that among the total 500 respondents of both the sectors, 121
respondents (24.2 per cent) strongly agree; 127 respondents (25.4 per cent) agree; 121
respondents (24.2 per cent) said nothing; 58 respondents (11.6 per cent) disagree; and
the rest of 73 respondents (14.6 per cent) strongly disagree with the statement of the
restriction of the immediate connections to their bank accounts online while they do
the e-banking activities for their transactions.
It is also found that, 80 respondents (32.0 per cent) of the private sector banks
said agree and 67 respondents (26.8 per cent) of the public sector banks said nothing
as their opinion on the statement of the immediate connections to their bank accounts
online while they do the e-banking activities for their transactions as a part of the e-
banking services. Hence, it is concluded that the e-banking services are to be
improved better qualitative and the improvement is required to keep intact of the
services as worded by the little no. of respondents.
143
The customers’ expectation is to retrieve the problems existed in the e-banking
services of the banks. In particular the restoration of the problems via immediate help
while the customers place their problems or queries for the bankers. In this regard the
opinions of the respondents are collected and presented below:
TABLE IV.20
IMMEDIATE HELP RENDRED FOR PROBLEMS OR QUERIES
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree72 28.80 80 32.00 152 30.40
Agree 68 27.20 78 31.20 146 29.20
No
opinion 49 19.60 48 19.20 97 19.40
Disagree 12 4.80 9 3.60 21 4.20
Strongly
disagree 49 19.60 35 14.00 84 16.80
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
immediate help for problems or queries while they place their request in favor of their
transactions. Out of the total 250 privates sector bank respondents, 72 respondents
(28.8 per cent) strongly agree; 68 respondents (27.2 per cent) agree; 49 respondents
(19.6 per cent) opined nothing; 12 respondents (4.8 per cent) disagree; and the rest of
49 respondents (19.6 per cent) strongly disagree with the above statement.
144
Among the total selected 250 public sector bank respondents, 80 respondents
(32 per cent) strongly agree; 78 respondents (31.2 per cent) agree; 48 respondents
(19.2 per cent) said nothing; 9 respondents (3.6 per cent) disagree; and the rest of 35
respondents (14 per cent) strongly disagree with the statement of the immediate help
for problems or queries while they place their request for the favor of their
transactions.
It is found that among the total 500 respondents of both the sectors, 152
respondents (30.4 per cent) strongly agree; 146 respondents (29.2 per cent) agree; 97
respondents (19.4 per cent) said nothing; 21respondents (4.2 per cent) disagree; and
the rest of 84 respondents (16.8 per cent) strongly disagree with the statement of the
immediate help for problems or queries while they place their request for the favor of
their transactions as a part of the e-banking services.
It is also found that, 72 respondents (28.8 per cent) of the private sector banks
and 80 respondents (32.0 per cent) of the public sector banks strongly agree as their
opinion on the statement of the immediate help for problems or queries while they
place their request in favor of their transactions as a part of the e-banking services.
Hence, it is concluded that the e-banking services are to be restored better and the
improvement is required to be done necessarily to keep intact of the customers with
immediate help for solving their problems as worded by the maximum no. of
respondents.
The demonstration on the responsiveness and the advertisement for services of
e-banking components are the better solutions for the customer’s plea as the
145
responsiveness of the bankers. In this regard the opinions of the respondents are
collected and presented below:
TABLE IV.21
THE RESPONDENTS TOWARDS THE DEMO AND ADVERTISEMENT OF
THE E-BANKING SERVICES
Opinion
Private Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree60 24.00 70 28.00 130 26.00
Agree 48 19.20 57 22.80 105 21.00
No opinion 60 24.00 51 20.40 111 22.20
Disagree 64 25.60 64 25.60 128 25.60
Strongly
disagree 18 7.20 8 3.20 26 5.20
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
demonstration of the responsiveness and the advertisement for the services as the
steps taken by the banks in favor of customers for their transactions. Out of the total
250 privates sector bank respondents, 60 respondents (24 per cent) strongly agree; 48
respondents (19.2 per cent) agree; 60 respondents (24 per cent) opined nothing; 64
respondents (25.6 per cent) disagree; and the rest of 18 respondents (7.2 per cent)
strongly disagree with the above statement.
146
Among the total selected 250 public sector bank respondents, 70 respondents
(28 per cent) strongly agree; 57 respondents (22.8 per cent) agree; 51 respondents
(20.4 per cent) said nothing; 64 respondents (25.6 per cent) disagree; and the rest of 8
respondents (3.2 per cent) strongly disagree with the statement of the demonstration
of the responsiveness and the advertisement for the services as the steps taken by the
banks for the favor of customers for their transactions.
It is found that among the total 500 respondents of both the sectors, 130
respondents (26 per cent) strongly agree; 105 respondents (21 per cent) agree; 111
respondents (22.2 per cent) said nothing; 128respondents (25.6 per cent) disagree; and
the rest of 26 respondents (5.2 per cent) strongly disagree with the statement of the
demonstration of the responsiveness and the advertisement for the services as the
steps taken by the banks for the favor of customers for their transactions as a part of
the e-banking services.
It is also found that, 64 respondents (25.6 per cent) of the private sector banks
disagree and 70 respondents (28.0 per cent) of the public sector banks said strongly
agree as their opinion on the statement of the demonstration of the responsiveness and
the advertisement for the services as the steps taken by the banks in favor of
customers for their transactions as a part of the e-banking services. Both of them are
quite contrary in perception. Hence, it is concluded that the e-banking services are to
be better demonstrated and the improvement is required for the advertisement to keep
intact of the customers as worded by the huge no. of respondents.
The response of the bankers should be in the form of the provision of the
information with care and attention for the inquiries of the customers in a strategic
147
dimension. It would help to keep the customers for a long period with the banks. In
this regard the opinions of the customers are collected and presented below:
TABLE IV.22
PROVISION OF THE INFORMATION WITH CARE AND ATTENTION
Opinion
Private Sector
BanksPublic Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree56 22.40 68 27.20 124 24.80
Agree 59 23.60 61 24.40 120 24.00
No
opinion 69 27.60 66 26.40 135 27.00
Disagree 54 21.60 39 15.60 93 18.60
Strongly
disagree 12 4.80 16 6.40 28 5.60
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
provision of the information with care and attention to solve the conflicts of the
customers in favor of their transactions. Out of the total 250 privates sector bank
respondents, 56 respondents (22.4 per cent) strongly agree; 59 respondents (23.6 per
cent) agree; 69 respondents (27.6per cent) opined nothing; 54 respondents (21.6 per
cent) disagree; and the rest of 12 respondents (4.8 per cent) strongly disagree with the
above statement.
148
Among the total selected 250 public sector bank respondents, 68 respondents
(27.2 per cent) strongly agree; 61 respondents (24.4 per cent) agree; 66 respondents
(26.4 per cent) said nothing; 39 respondents (15.6 per cent) disagree; and the rest of
16 respondents (6.4 per cent) strongly disagree with the statement of the provision of
the information with care and attention to solve the conflicts of the customers in favor
of their transactions.
It is found that among the total 500 respondents of both the sectors, 124
respondents (24.8per cent) strongly agree; 120 respondents (24 per cent) agree; 135
respondents (27 per cent) said nothing; 93respondents (18.6 per cent) disagree; and
the rest of 28 respondents (5.6 per cent) strongly disagree with the statement of the
provision of the information with care and attention to solve the conflicts of the
customers in favor of their transactions as a part of the e-banking services.
It is also found that, 69 respondents (27.6 per cent) of the private sector banks
nothing and 68 respondents (27.2 per cent) of the public sector banks said strongly
agree as their opinion on the statement of the provision of the information with care
and attention to solve the conflicts of the customers in favor of their transactions as a
part of the e-banking services. Both of them are quite opposite. Hence, it is concluded
that the e-banking services are to be modernized for better information and the
improvement is required to be to keep intact of the customers for a long as worded by
the large no. of respondents.
149
SECURITY
From the perception of the selected respondents of both the banking sector, it
is necessarily understood that the security conditions of the online banking
particularly the e-banking transactions and their safety. The security is justified from
their perception in connection with the proper use of personal information; safe with
online transactions; security in providing the personal information; location of ATMs
are secured; and the multi-kind security control systems. The opinions are tabulated
and presented accordingly.
The perception of the respondents towards the proper use of personal
information without any misuse by the bankers is required to be accredited. In this
regard the opinions of the respondents are drawn and presented below:
TABLE IV.23
PROPER USE OF PERSONAL INFORMATION WITHOUT ANY MISUSE
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree 56 22.40 98 39.20 154 30.80
Agree 95 38.00 91 36.40 186 37.20
No
opinion 41 16.40 21 8.40 62 12.40
Disagree 21 8.40 12 4.80 33 6.60
Strongly
disagree 37 14.80 28 11.20 65 13.00
Total 250 100 250 100 500 100
Source: Primary data.
150
The above table shows the opinions of the selected respondents on the proper
use of personal information without any misuse as security for their transactions. Out
of the total 250 privates sector bank respondents, 56 respondents (22.4 per cent)
strongly agree; 95 respondents (38 per cent) agree; 41 respondents (16.4 per cent)
opined nothing; 21 respondents (8.4 per cent) disagree; and the rest of 37 respondents
(14.8 per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 98 respondents
(39.2 per cent) strongly agree; 91 respondents (36.4 per cent) agree; 21 respondents
(8.4 per cent) said nothing; 12 respondents (4.8 per cent) disagree; and the rest of 28
respondents (11.2 per cent) strongly disagree with the statement of the proper use of
personal information without any misappropriation as security for their transactions.
It is found that among the total 500 respondents of both the sectors, 154
respondents (30.8per cent) strongly agree; 186 respondents (37.2 per cent) agree; 62
respondents (12.4 per cent) said nothing; 33respondents (6.6 per cent) disagree; and
the rest of 65 respondents (13 per cent) strongly disagree with the statement of the
proper use of personal information without any misuse as security for their
transactions as a part of the e-banking service security.
It is also found that, 95 respondents (38.0 per cent) of the private sector banks
agree and 98 respondents (39.2 per cent) of the public sector banks strongly agree as
their opinion on the statement of the proper use of personal information without any
misuse as security for their transactions as a part of the e-banking service security.
Hence, it is concluded that the e-banking services are to be secured much better and
151
the improvement is required to be done necessarily to keep intact of the security as
worded by the large no. of respondents.
The customers are expected the bankers to safe their transactional information
safe at all times. The bankers must strive for the same without any prejudice on the
part of the mechanisms available. In this regard the opinions of the respondents are
collected and presented below:
TABLE IV.24
SAFETY MEASURES IN ONLINE TRANSACTION
Opinion
Private Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree37 14.80 55 22.00 92 18.40
Agree 77 30.80 74 29.60 151 30.20
No
opinion 76 30.40 72 28.80 148 29.60
Disagree 30 12.00 25 10.00 55 11.00
Strongly
disagree 30 12.00 24 9.60 54 10.80
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
safeguarding of the transactional information with online transactions and the steps
taken by the banks for the favor of customers for their safety. Out of the total 250
privates sector bank respondents, 37respondents (14.8 per cent) strongly agree; 77
152
respondents (30.8 per cent) agree; 76 respondents (30.4 per cent) opined nothing; 30
respondents (12.0per cent) disagree; and the rest of 30 respondents (12 per cent)
strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 55respondents
(22 per cent) strongly agree; 74 respondents (29.6 per cent) agree; 72 respondents
(28.8 per cent) said nothing; 25 respondents (10 per cent) disagree; and the rest of 24
respondents (9.6 per cent) strongly disagree with the statement of the safeguarding of
the transactional information with online transactions and the steps taken by the banks
in favor of customers for their safety.
It is found that among the total 500 respondents of both the sectors, 92
respondents (18.4 per cent) strongly agree; 151 respondents (30.2 per cent) agree; 148
respondents (29.6 per cent) said nothing;55 respondents (11 per cent) disagree; and
the rest of 54 respondents (10.8 per cent) strongly disagree with the statement of the
safeguarding of the transactional information with online transactions and the steps
taken by the banks for the favor of customers for their safety.
It is also found that, 77 respondents (30.8 per cent) of the private sector banks
and 74 respondents (29.6 per cent) of the public sector banks agree as their opinion on
the statement of the safeguarding of the transactional information with online
transactions and the steps taken by the banks in favor of customers for their safety.
Hence, it is concluded that the e-banking services are to be secured with assured
safety to the maximum while the transactions are online and the improvement is
required to keep intact of the security as worded by the large no. of respondents.
153
The security in providing the personal information to the customers alone is
necessarily to be adopted with proper PIN system so as to say the customers that the
online banking is safe. In this regard the opinions of the respondents are collected and
presented below:
TABLE IV.25
SECURITY IN PROVIDING THE PERSONAL INFORMATION
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree47 18.80 47 18.80 94 18.80
Agree 65 26.00 36 14.40 101 20.20
No
opinion 20 8.00 22 8.80 42 8.40
Disagree 69 27.60 62 24.80 131 26.20
Strongly
Disagree 49 19.60 83 33.20 132 26.40
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the steps
taken by the bankers for securing the personal information of the customers and their
provision for the favour of the customer at the time of their transactions. Out of the
total 250 privates sector bank respondents, 47 respondents (18.8 per cent) strongly
agree; 65 respondents (26 per cent) agree; 20 respondents (8per cent) opined nothing;
69 respondents (27.6per cent) disagree; and the rest of 49 respondents (19.6 per cent)
strongly disagree with the above statement.
154
Among the total selected 250 public sector bank respondents, 47 respondents
(18.8 per cent) strongly agree; 36 respondents (14.4 per cent) agree; 22 respondents
(8.8 per cent) said nothing; 62 respondents (24.8 per cent) disagree; and the rest of 83
respondents (33.2 per cent) strongly disagree with the statement of the steps taken by
the bankers for securing the personal information of the customers and their provision
in favor of the customer at the time of their transactions.
It is found that among the total 500 respondents of both the sectors, 94
respondents ( 18.8per cent) strongly agree; 101 respondents (20.2 per cent) agree; 42
respondents (8.4 per cent) said nothing;131 respondents (26.2 per cent) disagree; and
the rest of 132 respondents ( 26.4per cent) strongly disagree with the statement of the
restriction of the steps taken by the bankers for securing the personal information of
the customers and their provision in favor of the customer at the time of their
transactions as a part of the e-banking services.
It is also found that, 69 respondents (27.6 per cent) of the private sector banks
disagree and 83 respondents (33.2 per cent) of the public sector banks strongly
disagree as their opinion on the statement of the restriction of the steps taken by the
bankers for securing the personal information of the customers and their provision in
favor of the customer at the time of their transactions as a part of the e-banking
services. Hence, it is concluded that the e-banking services are to be secured better in
providing the personal information with PIN system and the improvement is required
to keep intact of the security as worded by the large no. of respondents because of
their disinterest.
155
The ATMs are to be located in the secured places as the trapping of ATMs are
consistently done at several places. This is one of the main points of incidence in
providing the secured online transactions for the customers. In this regard the
opinions are drawn and presented below:
TABLE IV.26
SECURED LOCATIONS OF ATMs
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree53 21.20 63 25.20 116 23.20
Agree 67 26.80 74 29.60 141 28.20
No
opinion 65 26.00 52 20.80 117 23.40
Disagree 52 20.80 51 20.40 103 20.60
Strongly
disagree 13 5.20 10 4.00 23 4.60
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the location
of the ATMs at secured places and the steps taken by the banks in favor of customers
for their secured online transactions. Out of the total 250 privates sector bank
respondents, 53 respondents (21.2 per cent) strongly agree; 67 respondents (26.8 per
cent) agree; 65 respondents (26 per cent) opined nothing; 52 respondents (20.8 per
156
cent) disagree; and the rest of 13 respondents ( 5.2 per cent) strongly disagree with the
above statement.
Among the total selected 250 public sector bank respondents, 63 respondents
(25.2 per cent) strongly agree; 74 respondents (29.6 per cent) agree; 52 respondents
(20.8 per cent) said nothing; 51 respondents (20.4 per cent) disagree; and the rest of
10 respondents (4 per cent) strongly disagree with the statement of the location of the
ATMs at secured places and the steps taken by the banks for the favor of customers
for their secured online transactions.
It is found that among the total 500 respondents of both the sectors, 116
respondents (23.2 per cent) strongly agree; 141 respondents (28.2 per cent) agree; 117
respondents ( 23.4 per cent) said nothing; 103respondents ( 20.6 per cent) disagree;
and the rest of 23 respondents (4.6 per cent) strongly disagree with the statement of
the location of the ATMs at secured places and the steps taken by the banks for the
favor of customers for their secured online transactions as a part of the e-banking
service security.
It is also found that, 67 respondents (26.8 per cent) of the private sector banks
and 74 respondents (29.6 per cent) of the public sector banks agree as their opinion on
the statement of the location of the ATMs at secured places and the steps taken by the
banks in favor of customers for their secured online transactions as a part of the e-
banking service security. Hence, it is concluded that the e-banking services are to be
secured and the ATMs are to be located at several secured places to assure the better
qualitative security to avoid trapping as worded by the several no. of respondents.
157
The multi-kind security control systems are required to be kept at various
areas of online transactions of the customers in favor of them. In this regard the
opinions of the respondents are drawn and presented below:
TABLE IV.27
MULTI-KIND SECURITY CONTROL
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree47 18.80 60 24.00 107 21.40
Agree 50 20.00 65 26.00 115 23.00
No
opinion 87 34.80 66 26.40 153 30.60
Disagree 57 22.80 37 14.80 94 18.80
Strongly
disagree 9 3.60 22 8.80 31 6.20
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
provision of the multi-kind security control taken by the banks in favor of customers
for their online transactions. Out of the total 250 privates sector bank respondents, 47
respondents (18.8 per cent) strongly agree; 50 respondents (20 per cent) agree; 87
respondents (34.8 per cent) opined nothing; 57 respondents (22.8 per cent) disagree;
and the rest of 9 respondents (3.6 per cent) strongly disagree with the above
statement.
158
Among the total selected 250 public sector bank respondents, 60 respondents
(24 per cent) strongly agree; 65 respondents (26 per cent) agree; 66 respondents (26.4
per cent) said nothing; 37 respondents (14.8 per cent) disagree; and the rest of 22
respondents (8.8 per cent) strongly disagree with the statement of the provision of the
multi-kind security control taken by the banks for the favor of customers for their
online transactions.
It is found that among the total 500 respondents of both the sectors, 107
respondents (21.4 per cent) strongly agree; 115 respondents ( 23 per cent) agree; 153
respondents ( 30.6 per cent) said nothing; 94 respondents (18.8 per cent) disagree; and
the rest of 31 respondents (6.2 per cent) strongly disagree with the statement of the
provision of the multi-kind security control taken by the banks in favor of customers
for their online transactions as a part of the e-banking service security.
It is also found that, 87 respondents (34.8 per cent) of the private sector banks
and 66 respondents (26.4 per cent) of the public sector banks said nothing as their
opinion on the statement of the provision of the multi-kind security control taken by
the banks in favor of customers for their online transactions as a part of the e-banking
service security. Hence, it is concluded that the e-banking services are to be secured
with multi-kind security control systems better qualitative and the improvement is
required to be done necessarily to keep intact of the security as worded by the huge
no. of respondents for their safety and satisfaction.
159
EASY USE
The significance of the e-banking transactions is confined to their easy use and
accessibility. Perhaps, the online transactions are always easy the e-banking has to be
made lucid in style of operations. Thus, the researcher has connected to the statements
like, service systems are easy to use; the easy navigation through the web pages; the
understandable systems; the locations of ATMs are reachable; and the e-banking
facilitates the investment planning. Hence the researcher has analyzed the opinions of
the respondents in the following related tables.
The respondents are approached to present their opinion on the e-banking
service systems are whether easy to use or not. The customer’s satisfaction and easy
access only say that whether the systems are properly managed or not by the bankers.
In this regard the opinions are drawn and presented in the following table:
TABLE IV.28
SERVICE SYSTEMS ARE EASY TO USE
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree75 30.00 93 37.20 168 33.60
Agree 86 34.40 93 37.20 179 35.80
No
opinion 36 14.40 21 8.40 57 11.40
Disagree 15 6.00 16 6.40 31 6.20
Strongly
disagree 38 15.20 27 10.80 65 13.00
Total 250 100 250 100 500 100
Source: Primary data.
160
The above table shows the opinions of the selected respondents on the services
systems are easy to use for their e-banking transactions. Out of the total 250 privates
sector bank respondents, 75 respondents ( 30 per cent) strongly agree; 86 respondents
( 34.4 per cent) agree; 36 respondents (14.4 per cent) opined nothing; 15 respondents (
6 per cent) disagree; and the rest of 38 respondents ( 15.2 per cent) strongly disagree
with the above statement.
Among the total selected 250 public sector bank respondents, 93 respondents
(37.2 per cent) strongly agree; 93 respondents (37.2 per cent) agree; 21 respondents
(8.4 per cent) said nothing; 16 respondents (6.4 per cent) disagree; and the rest of 27
respondents (10.8 per cent) strongly disagree with the statement of the services
systems are easy to use for their e-banking transactions.
It is found that among the total 500 respondents of both the sectors, 168
respondents (33.6 per cent) strongly agree; 179 respondents (35.8 per cent) agree; 57
respondents (11.4 per cent) said nothing; 31 respondents (6.2 per cent) disagree; and
the rest of 65 respondents (13.0 per cent) strongly disagree with the statement of the
services systems are easy to use for their e-banking transactions as a part of the e-
banking services.
It is also found that, 86 respondents (34.4 per cent) of the private sector banks
and 93 respondents (37.2 per cent) of the public sector banks agree as their opinion on
the statement of the services systems are easy to use for their e-banking transactions
as a part of the e-banking services. Hence, it is concluded that the e-banking services
are to be tuned better qualitative for easy access of the customers and the
161
improvement is required to be done necessarily to keep intact of the quick access as
worded by the maximum no. of respondents.
The respondents are required to be with easy navigation of the accounts
through web pages for their operations always. Hence the bankers are supposed to
provide easy navigation mechanisms of the customers’ accounts through web pages.
The following table exhibits the opinions of the respondents in this regard.
TABLE IV.29
EASY NAVIGATION THROUGH WEB PAGES
Opinion
Private Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree 48 19.20 54 21.60 102 20.40
Agree 79 31.60 75 30.00 154 30.80
No
opinion 68 27.20 70 28.00 138 27.60
Disagree 26 10.40 30 12.00 56 11.20
Strongly
disagree29 11.60 21 8.40 50 10.00
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the easy
navigation through web pages for the operations of their accounts systematically. Out
of the total 250 privates sector bank respondents, 48 respondents (19.2 per cent)
162
strongly agree; 79 respondents (31.6 per cent) agree; 68 respondents (27.2 per cent)
opined nothing; 26 respondents (10.4 per cent) disagree; and the rest of 29
respondents (11.6 per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 54 respondents
(21.6 per cent) strongly agree; 75 respondents ( 30 per cent) agree; 70 respondents (28
per cent) said nothing; 30 respondents ( 12 per cent) disagree; and the rest of 21
respondents (8.4 per cent) strongly disagree with the statement of the easy navigation
through web pages for the operations of their accounts systematically.
It is found that among the total 500 respondents of both the sectors, 102
respondents (20.4 per cent) strongly agree; 154 respondents (30.8 per cent) agree; 138
respondents (27.6 per cent) said nothing; 56 respondents (11.2 per cent) disagree; and
the rest of 50 respondents (10 per cent) strongly disagree with the statement of the
easy navigation through web pages for the operations of their accounts systematically
as a part of the e-banking services.
It is also found that, 79 respondents (31.6 per cent) of the private sector banks
and 75 respondents (30.0 per cent) of the public sector banks agree as their opinion on
the statement of the easy navigation through web pages for the operations of their
accounts systematically as a part of the e-banking services. Hence, it is concluded that
the e-banking services are to be better navigated through web pages and the required
improvement is to be done to keep intact of the customers accessible as worded by the
large no. of respondents.
163
The customers are expected the systems are understandable and clear for the
easy access of the accounts and the transactions. In this regard the opinions are drawn
and presented below:
TABLE IV.30
SYSTEMS ARE CLEAR AND UNDERSTANDABLE
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree 61 24.40 78 31.20 139 27.80
Agree 73 29.20 58 23.20 131 26.20
No
opinion 22 8.80 23 9.20 45 9.00
Disagree 52 20.80 41 16.40 93 18.60
Strongly
disagree42 16.80 50 20.00 92 18.40
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the clarity
of the systems that are understandable for their use of e-banking services. Out of the
total 250 privates sector bank respondents, 61 respondents (24.4 per cent) strongly
agree; 73 respondents (29.2 per cent) agree; 22 respondents (8.8 per cent) opined
nothing; 52 respondents (20.8 per cent) disagree; and the rest of 42 respondents (16.8
per cent) strongly disagree with the above statement.
164
Among the total selected 250 public sector bank respondents, 78 respondents
(31.2 per cent) strongly agree; 58 respondents (23.2 per cent) agree; 23 respondents
(9.2 per cent) said nothing; 41 respondents (16.4 per cent) disagree; and the rest of 50
respondents (20 per cent) strongly disagree with the statement of the clarity of the
systems that are understandable for their use of e-banking services.
It is found that among the total 500 respondents of both the sectors, 139
respondents (27.8 per cent) strongly agree; 131 respondents (26.2 per cent) agree; 45
respondents ( 9 per cent) said nothing; 93 respondents ( 18.6 per cent) disagree; and
the rest of 92 respondents ( 18.4 per cent) strongly disagree with the statement of the
clarity of the systems that are understandable for their use of e-banking services as a
part of the e-banking transactions.
It is also found that, 73 respondents (29.2 per cent) of the private sector banks
agree and 78 respondents (31.2 per cent) of the public sector banks strongly agree as
their opinion on the statement of the clarity of the systems that are understandable for
their use of e-banking services as a part of the e-banking transactions. Hence, it is
concluded that the e-banking services are to be tuned better qualitative and the
improvement is required to be done necessarily to keep intact of the clarity for
understanding of the systems as worded by the little no. of respondents.
165
The reach of the ATM locations are to be nearer to the customers for their
operations because the customers would expect their easy access and quick finish of
transactions. In this regard the opinions of the respondents are drawn and presented in
the following table:
TABLE IV.31
ATMs AND THEIR ACCESSABILITY
Opinion
Private Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree 61 24.40 60 24.00 121 24.20
Agree 78 31.20 65 26.00 143 28.60
No
opinion 54 21.60 57 22.80 111 22.20
Disagree 45 18.00 53 21.20 98 19.60
Strongly
disagree12 4.80 15 6.00 27 5.40
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
reachable locations of the ATMs situated by the banks in favor of customers for their
transactions. Out of the total 250 privates sector bank respondents, 61 respondents
(24.4 per cent) strongly agree; 78 respondents (31.2 per cent) agree; 54 respondents
(21.6 per cent) opined nothing; 45 respondents (18 per cent) disagree; and the rest of
12 respondents (4.8 per cent) strongly disagree with the above statement.
166
Among the total selected 250 public sector bank respondents, 60 respondents
(24 per cent) strongly agree; 65 respondents (26 per cent) agree; 57 respondents (22.8
per cent) said nothing; 53 respondents (21.2 per cent) disagree; and the rest of 15
respondents (6.6 per cent) strongly disagree with the statement of the reachable
locations of the ATMs situated by the banks for the favor of customers for their
transactions.
It is found that among the total 500 respondents of both the sectors, 121
respondents (24.2 per cent) strongly agree; 143 respondents (28.6 per cent) agree; 111
respondents ( 22.2 per cent) said nothing; 98 respondents ( 19.6 per cent) disagree;
and the rest of 27 respondents (5.4 per cent) strongly disagree with the statement of
the reachable locations of the ATMs situated by the banks for the favor of customers
for their transactions.
It is also found that, 78 respondents (31.2 per cent) of the private sector banks
and 65 respondents (26.0 per cent) of the public sector banks agree as their opinion on
the statement of the reachable locations of the ATMs situated by the banks in favor of
customers for their transactions. Hence, it is concluded that the e-banking services are
to be reaching the customers at their door steps by locating the ATMs reachable to
keep intact of the customers as worded by the many no. of respondents.
167
The customers’ expectations are towards their investment planning sometimes
out of the surplus funds available if any. Hence their expectations are to be fulfilled
by such facilitation. In this regard the opinions are drawn and presented below:
TABLE IV.32
FACILITATES INVESTMENT PLANNING
Opinion
Private Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree 50 20.00 49 19.60 99 19.80
Agree 54 21.60 75 30.00 129 25.80
No
opinion 80 32.00 71 28.40 151 30.20
Disagree 53 21.20 36 14.40 89 17.80
Strongly
disagree 13 5.20 19 7.60 32 6.40
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
facilitations of their investment planning in favor of customers for their investment
transactions. Out of the total 250 privates sector bank respondents, 50 respondents (20
per cent) strongly agree; 54 respondents ( 21.6 per cent) agree; 80 respondents (32 per
cent) opined nothing; 53 respondents (21.2 per cent) disagree; and the rest of 13
respondents ( 5.2 per cent) strongly disagree with the above statement.
168
Among the total selected 250 public sector bank respondents, 49 respondents
(19.6 per cent) strongly agree; 75 respondents (30 per cent) agree; 71 respondents
(28.4 per cent) said nothing; 36 respondents (14.4 per cent) disagree; and the rest of
19 respondents (7.6 per cent) strongly disagree with the statement of the facilitations
of their investment planning for the favor of customers for their investment
transactions.
It is found that among the total 500 respondents of both the sectors, 99
respondents (19.8 per cent) strongly agree; 129 respondents (25.8 per cent) agree; 151
respondents (30.2 per cent) said nothing; 89 respondents (17.8 per cent) disagree; and
the rest of 32 respondents (6.4 per cent) strongly disagree with the statement of the
facilitations of their investment planning for the favor of customers for their
investment transactions.
It is also found that, 80 respondents (32.0 per cent) of the private sector banks
said nothing and 75 respondents (30.0 per cent) of the public sector banks agree as
their opinion on the statement of the facilitations of their investment planning in favor
of customers for their investment transactions. Hence, it is concluded that the e-
banking services are to be made better qualitative and the improvement is required to
be done necessarily to keep intact of the investments of the customers for which the
banks are to facilitate some strategies of planning as worded by the enormous no. of
respondents.
169
ACCESSIBILITY
The customers of both the banks expect their operations easy and their
accessibility to be at sharp in their hands as and when they require to be done. Hence
the bankers must strive for the same to keep the customers for a long period. The
accessibility consists all time availability of services; the conduct of transactions
anytime; immediate reach quick get into site; the easy proximity; and facilitations for
online shopping. In this regard the opinions of the customers are drawn and presented
below individually for analysis.
The customers expect the e-banking services are to be available at all 24 hours
a day in 7 days week means the round the clock. But due to some technical problems,
the services sometimes off. At that time, the customers get distracted. Hence the
opinions of the respondents are collected and presented for analysis.
TABLE IV.33
ACCESSIBILITY AVAILABLE IN ALL THE 24HOURS, 7 DAYS WEEK
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree71 28.40 81 32.40 152 30.40
Agree 94 37.60 95 38.00 189 37.80
No
opinion 34 13.60 31 12.40 65 13.00
Disagree 15 6.00 20 8.00 35 7.00
Strongly
disagree 36 14.40 23 9.20 59 11.80
Total 250 100 250 100 500 100
Source: Primary data.
170
The above table shows the opinions of the selected respondents on the
availability of the e-banking services and the operational assistances in all 24 hours a
day in 7 days week as round the clock. Out of the total 250 privates sector bank
respondents, 71 respondents (28.4 per cent) strongly agree; 94 respondents ( 37.6 per
cent) agree; 34 respondents ( 13.6 per cent) said nothing; 15 respondents ( 6 per cent)
disagree; and the rest of 36 respondents (14.4 per cent) strongly disagree with the
above statement.
Among the total selected 250 public sector bank respondents, 81 respondents
(32.4 per cent) strongly agree; 95 respondents (38 per cent) agree; 31 respondents
(12.4 per cent) said nothing; 20 respondents (8 per cent) disagree; and the rest of 23
respondents (9.2 per cent) strongly disagree with the statement of the availability of
the e-banking services and the operational assistances in all 24 hours a day in 7 days
week as round the clock.
It is found that among the total 500 respondents of both the sectors, 152
respondents (30.4 per cent) strongly agree; 189 respondents ( 37.8 per cent) agree; 65
respondents ( 13 per cent) said nothing; 35 respondents ( 7 per cent) disagree; and the
rest of 59 respondents (11.8 per cent) strongly disagree with the statement of the
availability of the e-banking services and the operational assistances in all 24 hours a
day in 7 days week as round the clock.
It is also found that, 94 respondents (37.6 per cent) of the private sector banks
and 95 respondents (38.0 per cent) of the public sector banks agree as their opinion on
the statement of the availability of the e-banking services and the operational
assistances in all 24 hours a day in 7 days week as round the clock. Hence, it is
171
concluded that the e-banking services are to be tuned better qualitative round the
clock to fulfill the requirements of the customers consistently.
The customers naturally expect the anytime transaction due to the technical
feasibility and the accessibility. Hence, the bankers are supposed to provide their
services in favor of the customers at all time. In this regard the opinions are drawn
and presented for analysis below:
TABLE IV.34
NON-STOP CONDUCT OF E-BANKING TRANSACTION
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree44 17.60 54 21.60 98 19.60
Agree 74 29.60 77 30.80 151 30.20
No
opinion 75 30.00 73 29.20 148 29.60
Disagree 29 11.60 23 9.20 52 10.40
Strongly
disagree28 11.20 23 9.20 51 10.20
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
availability of the technical facilities for the conduct of anytime transactions. Out of
the total 250 privates sector bank respondents, 44 respondents (17.6 per cent) strongly
agree; 74 respondents (29.6 per cent) agree; 75 respondents (30 per cent) opined
172
nothing; 29 respondents (11.6 per cent) disagree; and the rest of 28 respondents (11.2
per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 54 respondents
(21.6 per cent) strongly agree; 77 respondents (30.8 per cent) agree; 73 respondents
(29.2 per cent) said nothing; 23 respondents (9.2 per cent) disagree; and the rest of 23
respondents (9.2 per cent) strongly disagree with the statement of the availability of
the technical facilities for the conduct of anytime transactions.
It is found that among the total 500 respondents of both the sectors, 98
respondents (19.6 per cent) strongly agree; 151 respondents (30.2 per cent) agree; 148
respondents (29.6 per cent) said nothing; 52 respondents (10.4 per cent) disagree; and
the rest of 51 respondents (10.2 per cent) strongly disagree with the statement of the
availability of the technical facilities for the conduct of anytime transactions.
It is also found that, 75 respondents (30.0 per cent) of the private sector banks
said nothing and 77 respondents (30.8 per cent) of the public sector banks agree as
their opinion on the statement of the availability of the technical facilities for the
conduct of anytime transactions. Hence, it is concluded that the e-banking services are
to be made available at all times for the customers favor so that they would be able to
conduct the transactions at anytime they require as worded by the large no. of
respondents.
173
The customers expect always the transactions are to get connected
immediately and to reach the bank immediately online for their favor. In this regard
the opinions are collected and presented below:
TABLE IV.35
QUICK REACH TO THE ON-LINE BANKING SITE
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree64 25.60 81 32.40 145 29.00
Agree 61 24.40 57 22.80 118 23.60
No
opinion 26 10.40 30 12.00 56 11.20
Disagree 60 24.00 31 12.40 91 18.20
Strongly
disagree39 15.60 51 20.40 90 18.00
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the ability
to get on site connected quickly and to reach the bank immediately via online for their
transactions. Out of the total 250 privates sector bank respondents, 64 respondents
(25.6 per cent) strongly agree; 61 respondents (24.4 per cent) agree; 26 respondents
(10.4 per cent) opined nothing; 60 respondents (24 per cent) disagree; and the rest of
39 respondents (15.6 per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 81 respondents
(32.4 per cent) strongly agree; 57 respondents ( 22.8 per cent) agree; 30 respondents (
174
12 per cent) said nothing; 31 respondents ( 12.4 per cent) disagree; and the rest of 51
respondents (20.4 per cent) strongly disagree with the statement of the ability to get
on site connected quickly and to reach the bank immediately via online for their
transactions.
It is found that among the total 500 respondents of both the sectors, 145
respondents (29 per cent) strongly agree; 118 respondents (23.6 per cent) agree; 56
respondents (11.2 per cent) said nothing; 91 respondents (18.2 per cent) disagree; and
the rest of 90 respondents (18 per cent) strongly disagree with the statement of the
ability to get on site connected quickly and to reach the bank immediately via online
for their transactions..
It is also found that, 64 respondents (25.6 per cent) of the private sector banks
and 81 respondents (32.4 per cent) of the public sector banks strongly agree as their
opinion on the statement of the ability to get on site connected quickly and to reach
the bank immediately via online for their transactions. Hence, it is concluded that the
e-banking services are to be provide by the bankers for the customers favor to do their
transactions quickly and to reach the bank immediately as worded by the little no. of
respondents.
175
The customers require the easy proximity of their accounts and their
transactions via online while they undergo the e-banking activities. Hence the bankers
must provide such facilities to the customers to keep them for a long period. In this
regard the opinions of them are drawn and presented below:
TABLE IV.36
EASY PROXIMITY
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree 62 24.80 60 24.00 122 24.40
Agree 68 27.20 71 28.40 139 27.80
No
opinion 60 24.00 54 21.60 114 22.80
Disagree 49 19.60 49 19.60 98 19.60
Strongly
disagree11 4.40 16 6.40 27 5.40
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the easy
proximity of their accounts and their transactions via online while they undergo the e-
banking activities. Out of the total 250 privates sector bank respondents, 62
respondents (24.8 per cent) strongly agree; 68 respondents (27.2 per cent) agree; 60
respondents (24 per cent) opined nothing; 49 respondents (19.6 per cent) disagree;
and the rest of 11 respondents (4.4 per cent) strongly disagree with the above
statement.
176
Among the total selected 250 public sector bank respondents, 60 respondents
(24 per cent) strongly agree; 71 respondents (28.4 per cent) agree; 54 respondents
(21.6 per cent) said nothing; 49 respondents (19.6 per cent) disagree; and the rest of
16 respondents (6.4 per cent) strongly disagree with the statement of the easy
proximity of their accounts and their transactions via online while they undergo the e-
banking activities.
It is found that among the total 500 respondents of both the sectors, 122
respondents (24.4 per cent) strongly agree; 139 respondents ( 27.8 per cent) agree;
114 respondents ( 22.8 per cent) said nothing; 98 respondents (19.6 per cent) disagree;
and the rest of 27 respondents (5.4 per cent) strongly disagree with the statement of
the easy proximity of their accounts and their transactions via online while they
undergo the e-banking activities
It is also found that, 68 respondents (27.2 per cent) of the private sector banks
agree and 71 respondents (28.4 per cent) of the public sector banks agree as their
opinion on the statement of the easy proximity of their accounts and their transactions
via online while they undergo the e-banking activities. Hence, it is concluded that the
e-banking services are to be provided to the customers with easy proximity steps in
mechanisms for the regular and consistent utilization of the customers as worded by
the large no. of the respondents.
177
The customers expect the e-banking services for online shopping facilities for
their regular usage. This is to be provided by the bankers to keep going with the
customers for a long tenure as it is necessitated by the today’s technology. In this
regard the opinions are drawn and presented as below:
TABLE IV.37
FACILITIES FOR ONLINE SHOPPING
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree 44 17.60 60 24.00 104 20.80
Agree 55 22.00 71 28.40 126 25.20
No
opinion 85 34.00 67 26.80 152 30.40
Disagree 54 21.60 34 13.60 88 17.60
Strongly
disagree12 4.80 18 7.20 30 6.00
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
facilitation of the online shopping that emerges the present day customers for their
regular usage of e-banking services. Out of the total 250 privates sector bank
respondents, 44 respondents (17.6 per cent) strongly agree; 55 respondents (22 per
cent) agree; 85 respondents (34 per cent) opined nothing; 54 respondents (21.6 per
cent) disagree; and the rest of 12 respondents (4.8 per cent) strongly disagree with the
above statement.
178
Among the total selected 250 public sector bank respondents, 60 respondents
(24.0 per cent) strongly agree; 71 respondents (28.4 per cent) agree; 67 respondents
(26.8 per cent) said nothing; 34 respondents (13.6 per cent) disagree; and the rest of
18 respondents (7.2 per cent) strongly disagree with the statement of the facilitation of
the online shopping that emerges the present day customers for their regular usage of
e-banking services.
It is found that among the total 500 respondents of both the sectors, 104
respondents (20.8 per cent) strongly agree; 126 respondents (25.2 per cent) agree; 152
respondents (30.4 per cent) said nothing; 88 respondents (17.6 per cent) disagree; and
the rest of 30 respondents (6 per cent) strongly disagree with the statement of the
facilitation of the online shopping that emerges the present day customers for their
regular usage of e-banking services.
It is also found that, 85 respondents (34.0 per cent) of the private sector banks
said nothing and 71 respondents (28.4 per cent) of the public sector banks agree as
their opinion on the statement of the facilitation of the online shopping that emerges
the present day customers for their regular usage of e-banking services. Hence, it is
concluded that the e-banking services are to be tuned better qualitative and facilitative
for the provision of online shopping facilities for the thirst of present day customers as
worded by the large no. of respondents.
EFFICIENCY
The efficiency of the operations of the bankers in e-banking services is to be
better to cope up with the customers’ expectations. This is for the purpose of the
179
survival of the banks in the competitive banking market as the banks are enlarging
their operational time and ability to suit the needs of the customers. This efficiency
consists of the continuous access and contact; care and speed of using the websites;
staff supports; speedy supply of information; and standardized services. These are
questioned to the customers and the opinions are analysed accordingly.
The access and contact of the bankers for the operational activities of the
customers are always expected. Hence the bankers are to improve the steps to have in
touch with the customers through their continuous services. In this regard the opinions
are drawn and presented below:
TABLE IV.38
OPINION ON THE BANKERS’ ACCESS AND CONTACT
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
Agree 41 16.40 51 20.40 92 18.40
Agree 44 17.60 44 17.60 88 17.60
No
opinion 29 11.60 29 11.60 58 11.60
Disagree 66 26.40 65 26.00 131 26.20
Strongly
Disagree70 28.00 61 24.40 131 26.20
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the easy
access and contact of the bankers for the favor of customers to do their transactions
180
continuously. Out of the total 250 privates sector bank respondents, 41 respondents
(16.4 per cent) strongly agree; 44 respondents (17.6 per cent) agree; 29 respondents
(11.6 per cent) opined nothing; 66 respondents (26.4 per cent) disagree; and the rest of
70 respondents (28 per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 51 respondents
(20.4 per cent) strongly agree; 44 respondents (17.6 per cent) agree; 29 respondents
(11.6 per cent) said nothing; 65 respondents (26 per cent) disagree; and the rest of 61
respondents (24.4 per cent) strongly disagree with the statement of the easy access
and contact of the bankers in favor of customers to do their transactions continuously.
It is found that among the total 500 respondents of both the sectors, 92
respondents (18.4 per cent) strongly agree; 88 respondents (17.6 per cent) agree; 58
respondents ( 11.6 per cent) said nothing; 131 respondents ( 26.2 per cent) disagree;
and the rest of 131 respondents ( 26.2 per cent) strongly disagree with the statement of
the easy access and contact of the bankers for the favor of customers to do their
transactions continuously.
It is also found that, 70 respondents (28.0 per cent) of the private sector banks
strongly disagree and 65 respondents (26.0 per cent) of the public sector banks
disagree as their opinion on the statement of the easy access and contact of the
bankers in favor of customers to do their transactions continuously. Hence, it is
concluded that the bankers are to have in touch with the customers and fulfill their
expectations always through their easy contact and access as worded by the almost all
the respondents.
181
The bankers expect to use the websites after getting trained well to serve the
customers better. For this purpose they have to take much care and more speed in
using the technicalities. In this regard the opinions of the customers are drawn and
presented below:
TABLE IV.39
CARE AND SPEED OF USING THE WEBSITES
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
Agree 38 15.20 42 16.80 80 16.00
Agree 40 16.00 46 18.40 86 17.20
No
opinion 36 14.40 47 18.80 83 16.60
Disagree 70 28.00 63 25.20 133 26.60
Strongly
Disagree66 26.40 52 20.80 118 23.60
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the care
and speed of using the websites by the bankers for serving the customers better. Out
of the total 250 privates sector bank respondents, 38 respondents (15.2 per cent)
strongly agree; 40 respondents (16.0 per cent) agree; 36 respondents (14.4 per cent)
opined nothing; 70 respondents (28 per cent) disagree; and the rest of 66 respondents
(26.4 per cent) strongly disagree with the above statement.
182
Among the total selected 250 public sector bank respondents, 42 respondents
(16.8 per cent) strongly agree; 46 respondents (18.4 per cent) agree; 47 respondents
(18.8 per cent) said nothing; 63 respondents (25.2 per cent) disagree; and the rest of
52 respondents (20.8 per cent) strongly disagree with the statement of the care and
speed of using the websites by the bankers for serving the customers better.
It is found that among the total 500 respondents of both the sectors, 80
respondents (16 per cent) strongly agree; 86 respondents ( 17.2 per cent) agree; 83
respondents ( 16.6 per cent) said nothing; 133 respondents ( 26.6 per cent) disagree;
and the rest of 118 respondents ( 23.6 per cent) strongly disagree with the statement of
the care and speed of using the websites by the bankers for serving the customers
better.
It is also found that, 70 respondents (28.00 per cent) of the private sector
banks and 63 respondents (25.2 per cent) of the public sector banks disagree as their
opinion on the statement of the care and speed of using the websites by the bankers
for serving the customers better. Hence, it is concluded that the e-banking services are
to be tuned better qualitative with the banker’s care and speedy access of using the
websites to serve the customers better as worded by the huge no. of respondents.
183
The service of the staff is expected to be more effective point of efficiency to
be shown among the customers. This would definitely improve the banker’s strengths
towards attaining the large number of new customers and financial viability. In this
regard the opinions are drawn and presented below:
TABLE IV.40
SERVICE OF THE STAFF
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
Agree 34 13.60 32 12.80 66 13.20
Agree 31 12.40 21 8.40 52 10.40
No
opinion 13 5.20 14 5.60 27 5.40
Disagree 87 34.80 79 31.60 166 33.20
Strongly
Disagree 85 34.00 104 41.60 189 37.80
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the service
of the staff towards attaining the banking objectives as well as the satisfaction of the
customers. Out of the total 250 privates sector bank respondents, 34 respondents (13.6
per cent) strongly agree; 31 respondents (12.4 per cent) agree; 13 respondents (5.2 per
cent) opined nothing; 87 respondents (34.8 per cent) disagree; and the rest of 85
respondents (34 per cent) strongly disagree with the above statement.
184
Among the total selected 250 public sector bank respondents, 32 respondents
(12.8 per cent) strongly agree; 21 respondents (8.4 per cent) agree; 14 respondents
(5.6 per cent) said nothing; 79 respondents (31.6 per cent) disagree; and the rest of
104 respondents (41.6 per cent) strongly disagree with the statement of the service of
the staff towards attaining the banking objectives as well as the satisfaction of the
customers.
It is found that among the total 500 respondents of both the sectors, 66
respondents (13.2 per cent) strongly agree; 52 respondents ( 10.4 per cent) agree; 27
respondents ( 5.4 per cent) said nothing; 166 respondents ( 32.2 per cent) disagree;
and the rest of 189 respondents ( 37.8 per cent) strongly disagree with the statement of
the service of the staff towards attaining the banking objectives as well as the
satisfaction of the customers.
It is also found that, 87 respondents (34.8per cent) of the private sector banks
agree and 104 respondents (41.6 per cent) of the public sector banks strongly disagree
as their opinion on the statement of the service of the staff towards attaining the
banking objectives as well as the satisfaction of the customers. Hence, it is found and
concluded that the e-banking services are to be through the staff services towards
attaining the banking goals and satisfaction of the customers as worded by the
maximum no. of respondents.
185
The customers expect the speedy supply of information for their usage from
the bankers. For this purpose the bankers and in particular the staffs have to show
their efficacies in providing such expected information. In this regard the opinions are
drawn and presented below:
TABLE IV.41
SPEEDY SUPPLY OF INFORMATION
Opinion
Private Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
Agree 14 5.60 13 5.20 27 5.40
Agree 44 17.60 42 16.80 86 17.20
No opinion 54 21.60 62 24.80 116 23.20
Disagree 70 28.00 60 24.00 130 26.00
Strongly
Disagree 68 27.20 73 29.20 141 28.20
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the speedy
supply of the information from the bank side and the efficiency in providing such
information to the expectation of the customers. Out of the total 250 privates sector
bank respondents, 14 respondents (5.6 per cent) strongly agree; 44 respondents (17.6
per cent) agree; 54 respondents (21.6 per cent) opined nothing; 70 respondents (28 per
cent) disagree; and the rest of 68 respondents (27.2 per cent) strongly disagree with
the above statement.
186
Among the total selected 250 public sector bank respondents, 13 respondents
(5.2 per cent) strongly agree; 42 respondents (16.8 per cent) agree; 62 respondents
(24.8 per cent) said nothing; 60 respondents (24 per cent) disagree; and the rest of 73
respondents (29.2 per cent) strongly disagree with the statement of the speedy supply
of the information from the bank side and the efficiency in providing such
information to the expectation of the customers.
It is found that among the total 500 respondents of both the sectors, 27
respondents (5.4 per cent) strongly agree; 86 respondents (17.2 per cent) agree; 116
respondents (23.2 per cent) said nothing; 130 respondents (26 per cent) disagree; and
the rest of 141 respondents ( 28.2 per cent) strongly disagree with the statement of the
speedy supply of the information from the bank side and the efficiency in providing
such information to the expectation of the customers.
It is also found that, 70 respondents (28.0 per cent) of the private sector banks
disagree and 73 respondents (29.2 per cent) of the public sector banks strongly
disagree as their opinion on the statement of the speedy supply of the information
from the bank side and the efficiency in providing such information to the expectation
of the customers. Hence, it is concluded that the banker have to improve their e-
banking services by speedy supply of the information to suit the needs of the
customers as worded by the huge no. of respondents.
The e-banking facilities are to be provided to the customers with the
standardized services by both the banking sectors. Hence it is advisable to the bankers
to sustain in the competitive market; the services are to be better standardized. In this
regard the opinions of the customers are drawn and presented below:
187
TABLE IV.42
STANDARDIZED SERVICES
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
Agree 13 5.20 6 2.40 19 3.80
Agree 65 26.00 67 26.80 132 26.40
No opinion 59 23.60 48 19.20 107 21.40
Disagree 52 20.80 57 22.80 109 21.80
Strongly
Disagree 61 24.40 72 28.80 133 26.60
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
provision of the standardized services for the satisfaction of the customers. Out of the
total 250 privates sector bank respondents, 13 respondents (5.2 per cent) strongly
agree; 65 respondents (26 per cent) agree; 59 respondents (23.6 per cent) opined
nothing; 52 respondents (20.8 per cent) disagree; and the rest of 61 respondents (24.4
per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 6 respondents
(2.4 per cent) strongly agree; 67 respondents (26.8 per cent) agree; 48 respondents
(19.2 per cent) said nothing; 57 respondents (22.8 per cent) disagree; and the rest of
72 respondents (28.8 per cent) strongly disagree with the statement of the provision of
the standardized services for the satisfaction of the customers.
It is found that among the total 500 respondents of both the sectors, 19
respondents (3.8 per cent) strongly agree; 132 respondents (26.4 per cent) agree; 107
188
respondents (21.4 per cent) said nothing; 109 respondents (21.8 per cent) disagree;
and the rest of 133 respondents (26.6 per cent) strongly disagree with the statement of
the provision of the standardized services for the satisfaction of the customers.
It is also found that, 65 respondents (26.0 per cent) of the private sector banks
agree and 72 respondents (28.8 per cent) of the public sector banks strongly disagree
as their opinion on the statement of the provision of the standardized services for the
satisfaction of the customers. Both of them are quite contrary. Hence, it is concluded
that the e-banking services particularly in the public sector banks are to be made
better qualitative with standardized services and the improvement is required to be
done necessarily to keep intact of the customers for a long when compared to the
private banks as worded by the huge no. of respondents.
PROBLEMS IN E-BANKING SERVICES
The e-banking customers are facing a lot of problems while they are entering
into the online transactions to avail the e-banking facilities of both private and public
sector banks. To get restored of the problems worthwhile, the customers are to be kept
intact by the bankers and the bankers are expected to resolve them. Such problems are
notified like, inadequate knowledge about the usage of e-channels; unsuitable location
of ATMs; no. of ATMs are not sufficient; poor network; lack of interest from
customers; password forgotten by the customers; misplacement of cards; misuse of
cards and fraudulent activities; lack of confidence; and technical hurdles of ATMs and
smart cards. In this regard the opinions are drawn from the customers and presented
with ranking in the following table:
18
9
TA
BL
E I
V.4
3
PR
OB
LE
MS
IN
E-B
AN
KIN
G S
ER
VIC
ES
Ra
nk
Inad
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ch
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Un
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le
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f
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of
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t
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nt
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or
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ork
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ck o
f
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from
cust
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forg
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Ca
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Mis
use
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ud
s
La
ck o
f
con
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ence
Tec
hn
ical
hu
rdle
s o
f
AT
Ms
an
d
sma
rt c
ard
n%
n%
n%
n%
n%
n%
n%
n%
n%
n%
1st
11
12
2.2
10
3
20
.68
3
16
.69
0
18
.07
9
15
.89
1
18
.28
7
17
.4
65
1
3.0
24
4
.8
79
1
5.8
2nd
86
1
7.2
2
2
4.4
1
11
22
.28
7
17
.46
4
12
.85
5
11
.06
3
12
.6
52
1
0.4
67
1
3.4
59
1
1.8
3rd
28
5
.6
34
6
.8
60
1
2.0
5
1.0
3
4
6.8
1
7
3.4
5
0
10
.0
42
8
.4
12
02
4.0
23
4
.6
4th
60
1
2.0
4
5
9.0
5
8
11
.65
6
11
.21
17
23
.47
3
14
.65
2
10
.4
76
1
5.2
69
1
3.8
35
7
.0
5th
64
1
2.8
8
0
16
.06
6
13
.21
14
22
.81
00
2
0.0
20
4
.0
23
4
.6
31
6
.2
10
9
21
.89
6
19
.2
6th
30
6
.0
22
4
.4
24
4
.8
30
6
.0
25
5
.0
21
4
.2
23
4
.6
31
6
.2
23
4
.6
10
12
0.2
7th
30
6
.0
22
4
.4
24
4
.8
30
6
.0
25
5
.0
22
4
.4
13
82
7.6
31
6
.2
23
4
.6
35
7
.0
8th
30
6
.0
12
92
5.8
25
5
.0
30
6
.0
17
3
.4
20
4
.0
21
4
.2
29
5
.8
21
4
.2
22
4
.4
9th
30
6
.0
22
4
.4
25
5
.0
30
6
.0
15
3
.0
16
13
2.2
21
4
.2
29
5
.8
21
4
.2
22
4
.4
10th
31
6
.2
21
4
.2
24
4
.8
28
5
.6
24
4
.8
20
4
.0
22
4
.4
11
42
2.8
23
4
.6
28
5
.6
Results
1st
8th
2nd
5th
4th
9th
7th
10th
3rd
6th
So
urc
e: P
rim
ary d
ata.
190
Out of the total selected respondents, 111 respondents (22.2 per cent) have
accepted that they have inadequate knowledge about the usage of e-channels as
ranked first; 111 respondents (22.2 per cent) have said that the no. of ATMs are not
sufficient as ranked second; 120 respondents (24.0 per cent) have said that they have
lack of confidence on the servicing bankers ranked as third; 117 respondents (23.4 per
cent) have accepted that they don’t have interest on the e-banking as ranked fourth;
114 respondents (22.8 per cent) have said that the poor network is the problem ranked
as fifth; 101 respondents (20.2 per cent) have said that the technical hurdles of ATMs
and smart cards as ranked sixth; 138 respondents (27.6 per cent) have said that
misplacement of cards as problems ranked seventh; 129 respondents (25.8 per cent)
have said that the unsuitable locations of ATMs as problems ranked eighth; 161
respondents (32.2 per cent) have accepted that they had forgotten the password often
ranked as ninth; and 114 respondents (22.8 per cent) have said that the misuse of
cards and fraudulent acts of the people as problems ranked as tenth.
Among them, it is found that 161 respondents (32.2 per cent) have said that
they often forget their passwords ranked as ninth; and 101 respondents (20.2 per cent)
have said that the technical hurdles of ATMs and smart cards as problems ranked as
sixth. Hence the bankers are to strive to the maximum extent to solve those problems
and try to keep intact the customers for a long period in the business operations.
RISK IN ELECTRONIC BANKING
The risks are associated with all the activities wherein the financial
involvements found. Particularly in e-banking activities, there are the risks like
security in e-banking, trust ability of the servicing bank, speed of internet provision,
caretaking of the servicing banker for the speed of internet connection, staff supports
and necessity of technical knowledge of the employees existed. Hence the researcher
191
has kept in mind all those and approached the respondents selected for their opinions
for analytical purposes and presented below accordingly.
The customers must feel secured of their e-banking activities on the whole for
which the bankers must provide their services to the extent possible. In this regard the
opinions are drawn and presented below:
TABLE IV.44
OPINION ON THE SECURITY IN PERFORMING THE TRANSACTIONS
THROUGH ELECTRONIC BANKING
OpinionPrivate Sector Banks Public Sector Banks TOTALRespondents % Respondents % Respondents %
Strongly agree
51 20.40 90 36.00 141 28.20
Agree 90 36.00 92 36.80 182 36.40No
opinion30 12.00 25 10.00 55 11.00
Disagree 43 17.20 20 8.00 63 12.60Strongly disagree
36 14.40 23 9.20 59 11.80
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the security
in performing the e-banking transactions for the purpose of their own operations. Out
of the total 250 privates sector bank respondents, 51 respondents (20.4 per cent)
strongly agree; 90 respondents (36 per cent) agree; 30 respondents (12 per cent)
opined nothing; 43 respondents (17.2 per cent) disagree; and the rest of 36
respondents (14.4 per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 90 respondents
(36 per cent) strongly agree; 92 respondents (36.8 per cent) agree; 25 respondents (10
per cent) said nothing; 20 respondents (8 per cent) disagree; and the rest of 23
192
respondents (9.2 per cent) strongly disagree with the statement of the security in
performing the e-banking transactions for the purpose of their own operations.
It is found that among the total 500 respondents of both the sectors, 141
respondents (28.2 per cent) strongly agree; 182 respondents (36.4 per cent) agree; 55
respondents (11 per cent) said nothing; 63 respondents (12.6 per cent) disagree; and
the rest of 59 respondents (11.8 per cent) strongly disagree with the statement of the
security in performing the e-banking transactions for the purpose of their own
operations.
It is also found that, 90 respondents (36 per cent) of the private sector banks
and 92 respondents (36.8 per cent) of the public sector banks agree as their opinion on
the statement of the security in performing the e-banking transactions for the purpose
of their own operations. Hence, it is concluded that the e-banking services are to be
tuned better qualitative and the improvement is required to be done necessarily to
keep intact of the security as worded by the large no. of respondents.
The customers must trust on the supports of the banker for their e-banking
transactions consistently. In this regard the opinions are drawn and presented below:
TABLE IV.45
THE FEEL OF HIGH DEGREE OF TRUST ON THE BANKER
OpinionPrivate Sector Banks Public Sector Banks TOTALRespondents % Respondents % Respondents %
Strongly agree
73 29.20 79 31.60 152 30.40
Agree 92 36.80 97 38.80 189 37.80No
opinion 30 10.20 35 14.00 65 13.00
Disagree 10 4.00 25 10.00 35 7.00Strongly disagree
32 12.80 27 10.80 59 11.80
Total 250 100 250 100 500 100
Source: Primary data.
193
The above table shows the opinions of the selected respondents on the high
degree of trust on the servicing bankers by the customers for the favor of their
transactions. Out of the total 250 privates sector bank respondents, 73 respondents
(29.2 per cent) strongly agree; 92 respondents (36.8 per cent) agree; 30 respondents
(10.2 per cent) opined nothing; 10 respondents (4 per cent) disagree; and the rest of 32
respondents (12.8 per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 79 respondents
(31.6 per cent) strongly agree; 97 respondents (38.8 per cent) agree; 35 respondents
(14 per cent) said nothing; 25 respondents (10 per cent) disagree; and the rest of 27
respondents (10.8 per cent) strongly disagree with the statement of the high degree of
trust on the servicing bankers by the customers for the favor of their transactions.
It is found that among the total 500 respondents of both the sectors, 152
respondents (30.4 per cent) strongly agree; 189 respondents (37.8 per cent) agree; 65
respondents (13 per cent) said nothing; 35 respondents (7 per cent) disagree; and the
rest of 59 respondents (11.8 per cent) strongly disagree with the statement of the high
degree of trust on the servicing bankers by the customers for the favor of their
transactions.
It is also found that, 92 respondents (36.8 per cent) of the private sector banks
and 97 respondents (38.8 per cent) of the public sector banks agree as their opinion on
the statement of the high degree of trust on the servicing bankers by the customers in
favor of their transactions. Hence, it is concluded that the e-banking services
particularly the servicing bankers are to keep the customers trust on them as worded
by the more no. of respondents.
The customers may feel sometime the speed of internet not to the mark of
them so that they won’t be able to cope up with their transactions immediately. Hence
194
the researcher has kept this point in mind and drawn the opinions of the respondents
for analysis as below:
TABLE IV.46
THE PROBLEMS OF INTERNET PROVISION AND INTERNET SERVICES
PROVIDER TO USE E- BANKING
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree94 37.60 95 38.00 189 37.80
Agree 71 28.40 81 32.40 152 30.40
No
opinion 34 13.60 31 12.40 65 13.00
Disagree 35 14.00 24 9.60 59 11.80
Strongly
disagree 16 6.40 19 7.60 35 7.00
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
problems with the speed of internet provision by the internet services provider to use
the electronic banking. Out of the total 250 privates sector bank respondents, 94
respondents (37.6 per cent) strongly agree; 71 respondents (28.4 per cent) agree; 34
respondents (13.6 per cent) opined nothing; 35 respondents (14 per cent) disagree;
and the rest of 16 respondents (6.4 per cent) strongly disagree with the above
statement.
Among the total selected 250 public sector bank respondents, 95 respondents
(38 per cent) strongly agree; 81 respondents (32.4 per cent) agree; 31 respondents
(12.4 per cent) said nothing; 24 respondents (9.6 per cent) disagree; and the rest of 19
respondents (7.6 per cent) strongly disagree with the statement of the problems with
195
the speed of internet provision by the internet services provider to use the electronic
banking.
It is found that among the total 500 respondents of both the sectors, 189
respondents (37.8 per cent) strongly agree; 152 respondents (30.4 per cent) agree; 65
respondents (13 per cent) said nothing; 59 respondents (11.8 per cent) disagree; and
the rest of 35 respondents (7 per cent) strongly disagree with the statement of the
problems with the speed of internet provision by the internet services provider to use
the electronic banking.
It is also found that, 94 respondents (37.6 per cent) of the private sector banks
and 95 respondents (38 per cent) of the public sector banks strongly agree as their
opinion on the statement of the problems with the speed of internet provision by the
internet services provider to use the electronic banking. Hence, it is concluded that the
e-banking services are to be tuned with better qualitative internet via high speed
configuration and the improvement is required to be done necessarily to keep intact of
the high speed access as worded by the maximum no. of respondents.
196
The low speed internet connection is to be viewed by the bankers to resolve
such problems to avoid the risks associated with them. In this regard the opinions are
drawn and presented below:
TABLE IV.47
BANK PROVIDING BASIC VIEW FOR THE CUSTOMERS USING
ELECTRONIC BANKING WITH LOW SPEED INTERNET CONNECTION
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree62 24.80 78 31.20 140 28.00
Agree 66 26.40 61 24.40 127 25.40
No
opinion 23 9.20 22 8.80 45 9.00
Disagree 52 20.80 41 16.40 93 18.60
Strongly
disagree 47 18.80 48 19.20 95 19.00
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the low
speed internet connection and the view of the bankers on the same to restores such
problems to avoid the risks associated with them. Out of the total 250 privates sector
bank respondents, 62 respondents (24.8 per cent) strongly agree; 66 respondents (26.4
per cent) agree; 23 respondents (9.2 per cent) opined nothing; 52 respondents (20.8
per cent) disagree; and the rest of 47 respondents (18.8 per cent) strongly disagree
with the above statement.
197
Among the total selected 250 public sector bank respondents, 78 respondents
(31.2 per cent) strongly agree; 61respondents (24.4 per cent) agree; 22 respondents
(8.8 per cent) said nothing; 41 respondents (16.4 per cent) disagree; and the rest of 48
respondents (19.2 per cent) strongly disagree with the statement of the low speed
internet connection and the view of the bankers on the same to restores such problems
to avoid the risks associated with them.
It is found that among the total 500 respondents of both the sectors,140
respondents (28 per cent) strongly agree; 127 respondents (25.4 per cent) agree; 45
respondents (9 per cent) said nothing; 93 respondents (18.6 per cent) disagree; and the
rest of 95 respondents (19 per cent) strongly disagree with the statement of the low
speed internet connection and the view of the bankers on the same to restores such
problems to avoid the risks associated with them.
It is also found that, 66 respondents (26.4 per cent) of the private sector banks
agree and 78 respondents (31.2 per cent) of the public sector banks strongly agree as
their opinion on the statement of the low speed internet connection and the view of
the bankers on the same to restores such problems to avoid the risks associated with
them. Hence, it is concluded that the e-banking services are to be tuned better with
quality internet access with high speed to avoid the risks associated with them to keep
intact of the customers for a long period as worded by the little no. of respondents.
198
The staff supports are required to resolve the problems are to avoid the risks
associated with the e-banking activities of the customers consistently. In this view the
opinions of the customers are drawn and presented below:
TABLE IV.48
INADEQUATE SUPPORT OF STAFF
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree71 28.40 81 32.40 152 30.40
Agree 94 37.60 95 38.00 189 37.80
No
opinion 34 13.60 31 12.40 65 13.00
Disagree 15 6.00 20 8.00 35 7.00
Strongly
disagree 36 14.40 23 9.20 59 11.80
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
inadequate support of staff for the customers’ transactions and to avoid the risks. Out
of the total 250 privates sector bank respondents, 71 respondents (28.4 per cent)
strongly agree; 94 respondents (37.6 per cent) agree; 34 respondents (13.6 per cent)
opined nothing; 15 respondents (6 per cent) disagree; and the rest of 36 respondents
(14.4 per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 81 respondents
(32.4 per cent) strongly agree; 95 respondents (38 per cent) agree; 31 respondents
199
(12.4 per cent) said nothing; 20 respondents (8 per cent) disagree; and the rest of 23
respondents (9.2 per cent) strongly disagree with the statement of inadequate support
of staff for the customers transactions and to avoid the risks.
It is found that among the total 500 respondents of both the sectors, 152
respondents (30.4 per cent) strongly agree; 189 respondents (37.8 per cent) agree; 65
respondents (13 per cent) said nothing; 35 respondents (7 per cent) disagree; and the
rest of 59 respondents (11.8 per cent) strongly disagree with the statement of the
inadequate support of staff for the customers transactions and to avoid the risks.
It is also found that, 94 respondents (37.6 per cent) of the private sector banks
and 95 respondents (38.0 per cent) of the public sector banks agree as their opinion on
the statement of the inadequate support of staff for the customer’s transactions and to
avoid the risks. Hence, it is concluded that the e-banking services are to be tuned
better with support of staff consistently for the benefit of the customers and to avoid
the risks associated with them as worded by the large no. of respondents.
The customers expect the staff must have the technical knowledge for the
favour of the transactional operations in supporting the customers. This is to be
viewed seriously by the bankers to keep intact with the day-to-day trend of technical
updating of knowledge. In this view the opinions are drawn and presented below:
200
TABLE IV.49
NECESSITY OF TECHNICAL KNOWHOW
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree69 27.60 78 31.20 147 29.40
Agree 94 37.60 95 38.00 189 37.80
No
opinion 36 14.40 31 12.40 67 13.40
Disagree 15 6.00 20 8.00 35 7.00
Strongly
disagree 36 14.40 26 10.40 62 12.4
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
necessity of technical knowledge provided by the banker for the support of customers’
transactions. Out of the total 250 privates sector bank respondents, 69 respondents
(27.6 per cent) strongly agree; 94 respondents (37.6 per cent) agree; 36 respondents
(14.4 per cent) opined nothing; 15 respondents (6 per cent) disagree; and the rest of 36
respondents (14.4 per cent) strongly disagree with the above statement.
Among the total selected 250 public sector bank respondents, 78 respondents
(31.2 per cent) strongly agree; 95 respondents (38 per cent) agree; 31 respondents
(12.4 per cent) said nothing; 20 respondents (8 per cent) disagree; and the rest of 26
respondents (10.4 per cent) strongly disagree with the statement of the necessity of
technical knowledge provided by the banker for the support of customers’
transactions.
201
It is found that among the total 500 respondents of both the sectors, 147
respondents (29.4 per cent) strongly agree; 189 respondents (37.8 per cent) agree; 67
respondents (13.4 per cent) said nothing; 35 respondents (7 per cent) disagree; and the
rest of 62 respondents (12.4 per cent) strongly disagree with the statement of the
necessity of technical knowledge provided by the banker for the support of customers’
transactions.
It is also found that, 94 respondents (37.6 per cent) of the private sector banks
and 95 respondents (38 per cent) of the public sector banks agree as their opinion on
the statement of the necessity of technical knowledge provided by the banker for the
support of customers’ transactions. Hence, it is concluded that the e-banking services
are to be provided by the bankers with better quality and the necessarily to keep intact
of the technically knowledgeable staff to serve the customers better as worded by the
huge no. of respondents.
SETTLEMENT OF PROBLEMS IN E-BANKING CHANNELS
The e-banking channels are facing a lot of problems while the customers are
doing their online transactions at their convenience. These are to be settled either by
the notice of the customers or the bankers themselves. In this regard the opinions of
the selected respondents are collected and analyzed accordingly. These problems are
classified in to channels wise like problems of ATMs, Internet banking problems,
Mobile banking problems, Telephone banking problems and problems in credit cards.
The problems of ATMs are many viz., steal, breaking, inappropriate use,
misuse of the panel, damage of panel etc., are to be resolved by the technical
202
applications. In this regard the opinions are drawn and presented from the customers
as below:
TABLE IV.50
THE PROBLEMS IN ATMs AND THEIR SETTLEMENT
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree86 34.40 72 28.80 158 31.60
Agree 40 16.00 55 22.00 95 19.00
No
opinion 57 22.80 54 21.60 111 22.20
Disagree 43 17.20 32 12.80 75 15.00
Strongly
disagree 24 9.60 37 14.80 61 12.20
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
problems of the ATMs and their settlement. Out of the total 250 privates sector bank
respondents, 86 respondents (34.4 per cent) strongly agree; 40 respondents (16 per
cent) agree; 57 respondents (22.8 per cent) opined nothing; 43 respondents (17.2 per
cent) disagree; and the rest of 24 respondents (9.6 per cent) strongly disagree with the
above statement.
Among the total selected 250 public sector bank respondents, 72 respondents
(28.8 per cent) strongly agree; 55 respondents (22 per cent) agree; 54 respondents
203
(21.6 per cent) said nothing; 32 respondents (12.8 per cent) disagree; and the rest of
37 respondents (14.8 per cent) strongly disagree with the statement of the problems of
the ATMs and their settlement.
It is found that among the total 500 respondents of both the sectors, 158
respondents (31.6 per cent) strongly agree; 95 respondents (19.0 per cent) agree; 111
respondents (22.2 per cent) said nothing; 75 respondents (15 per cent) disagree; and
the rest of 61 respondents (12.2 per cent) strongly disagree with the statement of the
problems of the ATMs and their settlement.
It is also found that, 86 respondents (34.4 per cent) of the private sector banks
and 72 respondents (28.8 per cent) of the public sector banks strongly agree as their
opinion on the statement of the problems of the ATMs and their settlement. Hence, it
is concluded that the bankers must strive for the restoration of the ATM problems and
keep the ATMs strengthened for the use of customers consistently as worded by the
large no. of respondents.
204
The problems of the Internet are the low speed; distortions, disconnection,
misuse of the line etc. are to be resolved through the good quality access like 3G and
4G connectivity. In this regard the opinions of the customers are collected and
presented below:
TABLE IV.51
THE PROBLEMS IN INTERNET AND THEIR SETTLEMENT
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree30 12.00 61 24.40 91 18.20
Agree 79 31.60 73 29.20 152 30.40
No
opinion 76 30.40 72 28.80 148 29.60
Disagree 45 18.00 32 12.80 77 15.40
Strongly
disagree 20 8.00 12 4.80 32 6.40
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
problems of internet and their settlement through the modern technologies available.
Out of the total 250 privates sector bank respondents, 30 respondents (12 per cent)
strongly agree; 79 respondents (31.6 per cent) agree; 76 respondents (30.4 per cent)
opined nothing; 45 respondents (18.0 per cent) disagree; and the rest of 20
respondents (8 per cent) strongly disagree with the above statement.
205
Among the total selected 250 public sector bank respondents, 61 respondents
(24.4 per cent) strongly agree; 73 respondents (29.2 per cent) agree; 72 respondents
(28.8 per cent) said nothing; 32 respondents (12.8 per cent) disagree; and the rest of
12 respondents (4.8 per cent) strongly disagree with the statement of the problems of
internet and their settlement through the modern technologies available.
It is found that among the total 500 respondents of both the sectors, 91
respondents (18.2 per cent) strongly agree; 152 respondents (30.4 per cent) agree; 148
respondents (29.6 per cent) said nothing; 77 respondents (15.4 per cent) disagree; and
the rest of 32 respondents (6.4 per cent) strongly disagree with the statement of the
problems of internet and their settlement through the modern technologies available.
It is also found that, 79 respondents (31.6 per cent) of the private sector banks
and 73 respondents (29.2 per cent) of the public sector banks agree as their opinion on
the statement of the problems of internet and their settlement through the modern
technologies available. Hence, it is concluded that the e-banking services are to be
tuned with better qualitative internet connectivity and the improvement is required to
be done necessarily to keep intact of the speed as worded by the maximum no. of
respondents.
206
The problems in mobile banking are the poor network, low access, poor
hearing, improper number connect, distortions etc., are to be restored by proper usage
by both the customers and the bankers. In this regard the opinions of the customers
are collected and presented below:
TABLE IV.52
THE PROBLEMS OF MOBILE BANKING AND THEIR SETTLEMENT
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree47 18.80 65 26.00 112 22.40
Agree 55 22.00 60 24.00 115 23.00
No
opinion 87 34.80 66 26.40 153 30.60
Disagree 47 22.80 37 14.80 84 16.80
Strongly
disagree 14 3.60 22 8.80 36 7.20
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
problems of mobile banking and the restoration of the same by the banker and the
customer. Out of the total 250 privates sector bank respondents, 47 respondents (18.8
per cent) strongly agree; 55 respondents (22 per cent) agree; 87 respondents (34.8 per
cent) opined nothing; 47 respondents (22.8 per cent) disagree; and the rest of 14
respondents (3.6 per cent) strongly disagree with the above statement.
207
Among the total selected 250 public sector bank respondents, 65 respondents
(26 per cent) strongly agree; 60 respondents (24 per cent) agree; 66 respondents (26.4
per cent) said nothing; 37 respondents (14.8 per cent) disagree; and the rest of 22
respondents (8.8 per cent) strongly disagree with the statement of the problems of
mobile banking and the restoration of the same by the banker and the customer.
It is found that among the total 500 respondents of both the sectors, 112
respondents (22.4 per cent) strongly agree; 115 respondents (23 per cent) agree; 153
respondents (30.6 per cent) said nothing; 84 respondents (16.8 per cent) disagree; and
the rest of 36 respondents (7.2 per cent) strongly disagree with the statement of the
problems of mobile banking and the restoration of the same by the banker and the
customer.
It is also found that, 87 respondents (34.8 per cent) of the private sector banks
and 66 respondents (26.4 per cent) of the public sector banks said nothing as their
opinion on the statement of the problems of mobile banking and the restoration of the
same by the banker and the customer. Hence, it is concluded that the e-banking
services are to be made better qualitative via mobiles for the benefit of the customers
and the improvement is required to be done necessarily to keep intact of the speedy
access through mobiles as worded by the large no. of respondents.
208
The problems in the phone banking are the distortions, poor hearing, improper
usage, misuse, and miscommunication etc., are to be solved by the bankers and the
customers both. In this regard the opinions of the customers are drawn and presented
below:
TABLE IV.53
THE PROBLEMS OF TELEPHONE BANKING AND THEIR SETTLEMENT
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree48 19.20 62 24.80 110 22.00
Agree 56 22.40 69 27.60 125 25.00
No
opinion 39 15.60 70 28.00 109 21.80
Disagree 49 19.60 34 13.60 83 16.60
Strongly
disagree 58 23.20 15 6.00 73 14.60
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
problems of phone banking and their settlement necessarily adopted by the banker and
customers both. Out of the total 250 privates sector bank respondents, 48 respondents
(19.2 per cent) strongly agree; 56 respondents (22.4 per cent) agree; 39 respondents
(15.6 per cent) opined nothing; 49 respondents (19.6 per cent) disagree; and the rest of
58 respondents (23.2 per cent) strongly disagree with the above statement.
209
Among the total selected 250 public sector bank respondents, 62 respondents
(24.8 per cent) strongly agree; 69 respondents (27.6 per cent) agree; 70 respondents
(28 per cent) said nothing; 34 respondents (13.6 per cent) disagree; and the rest of 15
respondents (14.6 per cent) strongly disagree with the statement of the problems of
phone banking and their settlement necessarily adopted by the banker and customers
both.
It is found that among the total 500 respondents of both the sectors, 110
respondents (22 per cent) strongly agree; 125 respondents (25 per cent) agree; 109
respondents (21.8 per cent) said nothing; 83 respondents (16.6 per cent) disagree; and
the rest of 73 respondents (14.6 per cent) strongly disagree with the statement of the
problems of phone banking and their settlement necessarily adopted by the banker and
customers both.
It is also found that, 58 respondents (23.2 per cent) of the private sector banks
strongly disagree and 70 respondents (28.0 per cent) of the public sector banks said
nothing as their opinion on the statement of the problems of phone banking and their
settlement necessarily adopted by the banker and customers both. Hence, it is
concluded that the e-banking services are to be cleared without the problems of
distortions and others in the phone banking for the benefit of the customers better
qualitative and the improvement is required to be done necessarily to keep intact of
the safety as worded by the little no. of respondents. It is also stated that the phone
banking is not in many banks as the e-banking channel for many operations.
The problems in the credit cards are the steal of cards, misuse of credit cards,
misappropriation of PIN number, improper usage, missing of cards etc., are to be
210
solved by the customers as the cards are kept by the customers alone. In this regard
the opinions are drawn and presented for analytical purposes below:
TABLE IV.54
THE PROBLEMS OF CREDIT CARDS AND THEIR SETTLEMENT
OpinionPrivate Sector Banks Public Sector Banks TOTAL
Respondents % Respondents % Respondents %
Strongly
agree40 16.00 60 24.00 100 20.00
Agree 60 24.00 49 19.60 109 21.80
No
opinion 65 26.00 67 26.80 132 26.40
Disagree 58 23.20 49 19.60 107 21.40
Strongly
disagree 27 10.80 25 10.00 52 10.40
Total 250 100 250 100 500 100
Source: Primary data.
The above table shows the opinions of the selected respondents on the
problems of credit cards and their settlement by the customers themselves with the
help of the bankers little. Out of the total 250 privates sector bank respondents, 40
respondents (16 per cent) strongly agree; 60 respondents (24 per cent) agree; 65
respondents (26 per cent) opined nothing; 58 respondents (23.2 per cent) disagree;
and the rest of 27 respondents (10.8 per cent) strongly disagree with the above
statement.
Among the total selected 250 public sector bank respondents, 60 respondents
(24 per cent) strongly agree; 49 respondents (19.6 per cent) agree; 67 respondents
(26.8 per cent) said nothing; 49 respondents (19.6 per cent) disagree; and the rest of
25 respondents (10 per cent) strongly disagree with the statement of the problems of
211
credit cards and their settlement by the customers themselves with the help of the
bankers little.
It is found that among the total 500 respondents of both the sectors, 100
respondents (20 per cent) strongly agree; 109 respondents (21.8 per cent) agree; 132
respondents (26.4 per cent) said nothing; 107 respondents (21.4 per cent) disagree;
and the rest of 52 respondents (10.4 per cent) strongly disagree with the statement of
the problems of credit cards and their settlement by the customers themselves with the
help of the bankers little.
It is also found that, 65 respondents (26.0 per cent) of the private sector banks
and 67 respondents (26.8 per cent) of the public sector banks said nothing as their
opinion on the statement of the problems of credit cards and their settlement with the
help of the bankers little. Hence, it is concluded that the e-banking services are to be
made better qualitative by provision of proper cards, PIN numbers specifically to be
used by the customers and the awareness keep intact for the customers personal use
only.
STATISTICAL ANALYSIS
The following pages exhibits the testing of hypotheses framed significantly by
the researcher to draw the appropriate results for the objectives formulated and the
problems stated. These analyses consist of chi-square test, ANOVA, the T-test, Inter
correlation and rankings. These are useful to draw many conclusion of the present
research and provide very many scopes for the researcher in finding the results.
212
CHI-SQUARE TEST 1: SERVICES Vs TYPES OF BANKS
Null Hypothesis (H0): There is no significant difference between the services and the
Banks.
Alternative Hypothesis (H1): There is a significant difference between the services
and the Banks
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
2.872(b) 1 .090
Result: It is found that the calculated value of X2
is 2.872 and the table value of the
X2
is 3.184 for the 5 per cent significance level at df =1. It is also found that the
calculated value is less than the table value. Hence, the null hypothesis is accepted
and the alternate hypothesis is rejected. It is concluded that there is no significant
difference between the services and the Banks.
CHI-SQUARE TEST 2: RESPONSIVENESS Vs TYPES OF BANKS
Null Hypothesis (H0): There is no significant difference between the responsiveness
and the Banks.
Alternative Hypothesis (H1): There is a significant difference between the
responsiveness and the Banks
213
Responsiveness * Bank
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
.809(b) 1 .368
Result: It is found that the calculated value of X2
is 0.809 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is less than the table value. Hence, the null hypothesis is accepted
and the alternate hypothesis is rejected. It is concluded that there is no significant
difference between the responsiveness and the Banks.
CHI-SQUARE TEST 3: SECURITY Vs TYPES OF BANKS
Null Hypothesis (H0): There is no significant difference between the security and the
Banks.
Alternative Hypothesis (H1): There is a significant difference between the security
and the Banks
Security * Bank
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
14.518(b) 1 .000
214
Result: It is found that the calculated value of X2
is 14.518 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the security and the Banks.
CHI-SQUARE TEST 4: EASY USE Vs TYPES OF BANKS
Null Hypothesis (H0): There is no significant difference between the easy use and the
Banks.
Alternative Hypothesis (H1): There is a significant difference between the easy use
and the Banks
Easy use * Bank
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
1.719(b) 1 .190
Result: It is found that the calculated value of X2
is 1.719 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is less than the table value. Hence, the null hypothesis is accepted
and the alternate hypothesis is rejected. It is concluded that there is no significant
difference between the easy use and the Banks.
215
CHI-SQUARE TEST 5: ACCESSIBILITY Vs TYPES OF BANKS
Null Hypothesis (H0): There is no significant difference between the accessibility
and the Banks.
Alternative Hypothesis (H1): There is a significant difference between the
accessibility and the Banks
Accessibility * Bank
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
4.109(b) 1 .043
Result: It is found that the calculated value of X2
is 4.109 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the accessibility and the Banks.
CHI-SQUARE TEST 6: EFFICIENCY Vs TYPES OF BANKS
Null Hypothesis (H0): There is no significant difference between the efficiency and
the Banks.
Alternative Hypothesis (H1): There is a significant difference between the efficiency
and the Banks
216
Efficiency * Bank
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
.074(b) 1 .786
Result: It is found that the calculated value of X2
is 0.74 and the table value of the X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is less than the table value. Hence, the null hypothesis is accepted
and the alternate hypothesis is rejected. It is concluded that there is no significant
difference between the efficiency and the Banks.
CHI-SQUARE TEST 7: OVERALL E-BANKING SERVICE QUALITY Vs
TYPES OF BANKS
Null Hypothesis (H0): There is no significant difference between the overall E-
banking service quality and the Banks.
Alternative Hypothesis (H1): There is a significant difference between the overall E-
banking service quality and the Banks
Overall e-banking service quality * Bank
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
5.014(b) 1 .025
217
Result: It is found that the calculated value of X2
is 5.014 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the overall E-banking service quality and the Banks.
T-TEST 1: TYPES OF BANKS Vs THE VARIABLE FACTORS
Null Hypothesis: There is no significant difference between type of banks and the
depended variable at 5% level of significance.
Alternative Hypothesis: There is a significant difference between type of banks and
the depended variable at 5% level of significance.
T-Test
Independent Samples Test
Levene's
Test for
Equality of
Variances
t-test for Equality of Means
F Sig. t df
Sig.
(2-
tailed)
Mean
Difference
Std. Error
Difference
95%
Confidence
Interval of
the
Difference
Lower Upper
Services Equalvariances
assumed
2.917 .088 -2.160 498 .031 -.72 .333 -1.375 -.065
Equalvariances not
assumed
-2.160 496.902 .031 -.72 .333 -1.375 -.065
Responsiveness Equal
variances
assumed
.175 .676 -1.263 498 .207 -.50 .393 -1.267 .275
218
Equalvariances not
assumed
-1.263 497.650 .207 -.50 .393 -1.267 .275
Security Equalvariances
assumed
26.516 .000 -3.733 498 .000 -1.26 .339 -1.929 -.599
Equalvariances not
assumed
-3.733 475.331 .000 -1.26 .339 -1.929 -.599
Easy use Equalvariances
assumed
10.452 .001 -1.037 498 .300 -.37 .359 -1.077 .333
Equalvariances not
assumed
-1.037 482.749 .300 -.37 .359 -1.077 .333
Accessibility Equalvariances
assumed
5.761 .017 -1.911 498 .057 -.64 .337 -1.306 .018
Equalvariances not
assumed
-1.911 491.048 .057 -.64 .337 -1.306 .018
Efficiency Equalvariances
assumed
12.236 .001 .011 498 .991 .00 .358 -.700 .708
Equalvariances not
assumed
.011 484.297 .991 .00 .358 -.700 .708
Overall e-
banking service
quality
Equal
variances
assumed
8.515 .004 -2.779 498 .006 -3.49 1.257 -5.961 -1.023
Equalvariances not
assumed
-2.779 476.922 .006 -3.49 1.257 -5.962 -1.022
Result: The table tests the significant difference between the depended variables and
type of banks. The services, responsiveness, security, easy use, accessibility,
efficiency and overall E- banking service quality have been taken as dependent
variables. The type of banks has been taken as independents variable. The type of
banks falls under two categories namely private and public bank. The independent
sample T-test was applied. It is observed that security, easy use, accessibility,
efficiency and overall E- banking service quality significant difference since the
observed value are less than 0.05, so the null hypothesis has been rejected.
219
Since the other factors like services and responsiveness do not significant
differ based on type of bank where the observed value is more than 0.05, the null
hypothesis is accepted.
T-TEST 2: GENDER Vs THE VARIABLE FACTORS
Null Hypothesis: There is no significant difference between the depended variable
and the gender at 5% level of significance.
Alternative Hypothesis: There is a significant difference between the depended
variable and the gender at 5% level of significance.
T-Test
Independent Samples Test
Levene's Test for
Equality of Variances
t-test for Equality of Means
F Sig. t dfSig. (2-
tailed)
MeanDifference
Std. Error Difference
95% Confidence Interval of
the Difference
Lower Upper
Services Equalvariances assumed
.296 .587 .190 498 .849 .06 .340 -.603 .733
Equalvariances
not assumed
.190 438.824 .850 .06 .341 -.605 .735
Responsiveness Equalvariances assumed
.456 .500 -3.966
498 .000 -1.56 .393 -2.331 -.787
Equalvariances
not assumed
-4.009
460.129 .000 -1.56 .389 -2.323 -.795
Security Equalvariances assumed
1.620 .204 .201 498 .841 .07 .348 -.615 .755
220
Equalvariances
not assumed
.204 464.543 .839 .07 .344 -.605 .745
Easy use Equalvariances assumed
.100 .752 -.468 498 .640 -.17 .364 -.886 .546
Equalvariances
not assumed
-.465 434.897 .642 -.17 .366 -.891 .550
Accessibility Equal variances assumed
8.542 .004 -2.317
498 .021 -.79 .341 -1.462 -.120
Equalvariances
not assumed
-2.281
417.591 .023 -.79 .347 -1.473 -.109
Efficiency Equalvariances assumed
4.347 .038 1.055 498 .292 .38 .363 -.330 1.098
Equalvariances
not assumed
1.069 463.103 .285 .38 .359 -.321 1.089
Overall e-banking service
quality
Equalvariances assumed
.312 .577 -1.561
498 .119 -2.00 1.283 -4.522 .518
Equalvariances
not assumed
-1.573
455.313 .116 -2.00 1.273 -4.504 .499
Result: The table tests the significance difference between depended variables and
the gender. The services, responsiveness, security, easy use, accessibility, efficiency
and overall E- banking service quality have been taken as dependent variables. The
gender background of the respondents has been taken as independents variable. Since
the gender background falls under, two categories namely male and female. The
independent sample T-test was applied. It is observed that have accessibility variable
is significant difference since the observed value are less than 0.05, so the null
hypothesis has been rejected.
221
Where as the other factors like services, responsiveness, security, easy use,
efficiency and overall E- banking service quality do not significant differ based on
gender, since the observed value are more than 0.05, so the null hypothesis has been
accepted.
T-TEST 3: MARITAL STATUS Vs THE VARIABLE FACTORS
Null Hypothesis: There is no significant difference between the depended variable
and the marital status of the respondents at 5% level of significance.
Alternative Hypothesis: There is a significant difference between the depended
variable and the marital status of the respondents at 5% level of significance.
T-test
Independent Samples TestLevene's Test for
Equality of Variances
t-test for Equality of Means
F Sig. t dfSig. (2-
tailed)
Mean Difference
Std. Error Difference
95%Confidence
Interval of the Difference
Lower UpperServices Equal
variances assumed
42.206 .000 5.947 498 .000 1.93 .324 1.292 2.566
Equalvariances
not assumed
6.034 494.981 .000 1.93 .320 1.301 2.557
Responsiveness Equalvariances assumed
28.113 .000 3.301 498 .001 1.29 .390 .521 2.053
Equalvariances
not assumed
3.345 495.979 .001 1.29 .385 .531 2.043
Security Equalvariances assumed
1.063 .303 -.472 498 .637 -.16 .344 -.838 .514
Equalvariances
not assumed
-.474 494.960 .636 -.16 .343 -.836 .511
222
Easy use Equalvariances assumed
3.992 .046 -.597 498 .551 -.21 .360 -.922 .492
Equalvariances
not assumed
-.593 469.889 .554 -.21 .362 -.927 .497
Accessibility Equalvariances assumed
.541 .462 -.295 498 .768 -.10 .339 -.766 .566
Equalvariances
not assumed
-.296 491.654 .767 -.10 .338 -.765 .565
Efficiency Equalvariances assumed
21.916 .000 6.043 498 .000 2.10 .347 1.414 2.777
Equalvariances
not assumed
6.133 494.700 .000 2.10 .342 1.424 2.767
Overall e-banking service
quality
Equalvariances assumed
8.579 .004 3.865 498 .000 4.83 1.251 2.377 7.292
Equalvariances
not assumed
3.903 497.952 .000 4.83 1.238 2.401 7.267
Result: The table tests the significance difference between depended variables
and the marital status of the respondents. The services, responsiveness, security, easy
use, accessibility, efficiency and overall E- banking service quality have been taken as
dependent variables. The marital status of the respondents has been taken as
independents variable. Since the marital status falls under, two categories namely
married and unmarried. The independent sample T-test was applied. It is observed
that have services, responsiveness, easy use, efficiency and overall E- banking service
quality are significant difference since the observed value are less than 0.05, so the
null hypothesis has been rejected.
Since the other factors like security and accessibility do not significant differ
based on marital status, the observed value are more than 0.05, so the null hypothesis
has been accepted.
223
CHI-SQUARE TEST 8: SERVICES Vs AGE
Null Hypothesis (H0): There is no significant difference between the services and the
Age.
Alternative Hypothesis (H1): There is a significant difference between the services
and the Age.
Services * Age
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 156.557(a) 3 .000
Result: It is found that the calculated value of X2
is 156.557 and the table value of the
X2
is 5.250 for the 5 per cent significance level at and df=3. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the service and the age.
CHI-SQUARE TEST 9: RESPONSIVENESS Vs AGE
Null Hypothesis (H0): There is no significant difference between the responsiveness
and the Age.
Alternative Hypothesis (H1): There is a significant difference between the
responsiveness and the Age.
224
Responsiveness * Age
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 102.421(a) 3 .000
Result: It is found that the calculated value of X2
is 102.421 and the table value of the
X2
is 5.250 for the 5 per cent significance level at and df=3. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the responsiveness and the Age.
CHI-SQUARE TEST 10: SECURITY Vs AGE
Null Hypothesis (H0): There is no significant difference between the security and the
age.
Alternative Hypothesis (H1): There is a significant difference between the security
and the age.
Security * Age
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 8.373(a) 3 .039
Result: It is found that the calculated value of X2
is 8.373 and the table value of the
X2
is 5.250 for the 5 per cent significance level at and df=3. It is also found that the
225
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the security and the age.
CHI-SQUARE TEST 11: EASY USE Vs AGE
Null Hypothesis (H0): There is no significant difference between the easy use and the
age.
Alternative Hypothesis (H1): There is a significant difference between the easy use
and the age.
Easy use * Age
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 36.759(a) 3 .000
Result: It is found that the calculated value of X2
is 36.759 and the table value of the
X2
is 5.250 for the 5 per cent significance level at and df=3. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the easy use and the age.
226
CHI-SQUARE TEST 12: ACCESSIBILITY Vs AGE
Null Hypothesis (H0): There is no significant difference between the accessibility
and the age.
Alternative Hypothesis (H1): There is a significant difference between the
accessibility and the age.
Accessibility * Age
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 10.030(a) 3 .018
Result: It is found that the calculated value of X2
is 10.030 and the table value of the
X2
is 5.250 for the 5 per cent significance level at and df=3. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the accessibility and the age.
CHI-SQUARE TEST 13: EFFICIENCY Vs AGE
Null Hypothesis (H0): There is no significant difference between the efficiency and
the age.
Alternative Hypothesis (H1): There is a significant difference between the efficiency
and the age.
227
Efficiency * Age
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 81.262(a) 3 .000
Result: It is found that the calculated value of X2
is 81.262 and the table value of the
X2
is 5.250 for the 5 per cent significance level at and df=3. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the efficiency and the age.
CHI-SQUARE TEST 14; OVERALL E-BANKING SERVICE QUALITY Vs
AGE
Null Hypothesis (H0): There is no significant difference between the overall E-
banking service quality and the age.
Alternative Hypothesis (H1): There is a significant difference between the E-banking
service quality and the age.
228
Overall e-banking service quality * Age
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 103.854(a) 3 .000
Result: It is found that the calculated value of X2
is 103.854 and the table value of the
X2
is 5.250 for the 5 per cent significance level at and df=3. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the E-banking service quality and the age.
229
ANOVA 1: EDUCATIONAL QUALIFICATIONS Vs VARIABLE FACTORS
Null Hypothesis: There is no significant difference between the depended variable
and the educational qualification of the respondents at 5% level of significance.
Alternative Hypothesis: There is a significant difference between the depended
variable and the educational qualification of the respondents at 5% level of
significance.
ANOVA
Sum of
Squares df
Mean
Square F Sig.
Services
Between Groups 2010.287 4 502.572 50.056 .000
Within Groups 4969.865 495 10.040
Total 6980.152 499
Responsiveness
Between Groups 3102.182 4 775.546 58.835 .000
Within Groups 6524.890 495 13.182
Total 9627.072 499
Security
Between Groups 95.673 4 23.918 1.635 .164
Within Groups 7240.255 495 14.627
Total 7335.928 499
Easy use
Between Groups 1173.247 4 293.312 21.184 .000
Within Groups 6853.703 495 13.846
Total 8026.950 499
Accessibility
Between Groups 474.294 4 118.573 8.832 .000
Within Groups 6645.568 495 13.425
Total 7119.862 499
Efficiency
Between Groups 1226.499 4 306.625 22.415 .000
Within Groups 6771.379 495 13.680
Total 7997.878 499
Overall e-
banking service
quality
Between Groups 33315.217 4 8328.804 61.965 .000
Within Groups 66533.733 495 134.412
Total 99848.950 499
230
Result: The table tests the significance difference between depended variables and
the educational background of the respondents. The depended variables like services,
responsiveness, security, easy use, accessibility, efficiency and overall E- banking
service quality have been taken as dependent variables. The educational background
of the respondents has been taken as independents variable. Since the educational
background of the respondents like Primary, Higher secondary, UG, PG and
Professionals have been taken as independent variable and which had been measured
on categorized variable by applying Anova at 5% level of significance, it is observed
that services, responsiveness, easy use, accessibility, efficiency and overall E-
banking service quality have significant difference since the observed value are less
than 0.05, so the null hypothesis has been rejected.
Where as the other factor like security do not significant differs based on
educational background, since the observed value are more than 0.05, so the null
hypothesis has been accepted.
231
ANOVA 2: OCCUPATION Vs VARIABLE FACTORS
Null Hypothesis: There is no significant difference between the depended variable
and the Occupation of the respondents at 5% level of significance.
Alternative Hypothesis: There is a significant difference between the depended
variable and the Occupation of the respondents at 5% level of significance.
ANOVA
Sum of
Squares df
Mean
Square F Sig.
Services Between Groups 2491.909 4 622.977 68.707 .000
Within Groups 4488.243 495 9.067
Total 6980.152 499
Responsiveness Between Groups 6419.226 4 1604.807 247.636 .000
Within Groups 3207.846 495 6.480
Total 9627.072 499
Security Between Groups 217.118 4 54.280 3.774 .005
Within Groups 7118.810 495 14.381
Total 7335.928 499
Easy use Between Groups 1495.930 4 373.982 28.345 .000
Within Groups 6531.020 495 13.194
Total 8026.950 499
Accessibility Between Groups 266.445 4 66.611 4.811 .001
Within Groups 6853.417 495 13.845
Total 7119.862 499
Efficiency Between Groups 3403.289 4 850.822 91.664 .000
Within Groups 4594.589 495 9.282
Total 7997.878 499
Overall e-
banking service
quality
Between Groups 53552.193 4 13388.048 143.144 .000
Within Groups 46296.757 495 93.529
Total 99848.950 499
232
Result: The table tests the significance difference between depended variables and
the occupational background of the respondents. The depended variables like services,
responsiveness, security, easy use, accessibility, efficiency and overall E- banking
service quality have been taken as dependent variables. The occupational background
of the respondents has been taken as independents variable. Since the occupational
background of the respondents like Government, Private, Business, professional and
others have been taken as independent variable and which had been measured on
categorized variable by applying Anova at 5% level of significance, it is observed that
services, responsiveness, security, easy use, accessibility, efficiency and overall E-
banking service quality have significant difference since the observed value are less
than 0.05, so the null hypothesis has been rejected.
233
ANOVA 3: INCOME Vs VARIABLE FACTORS
Null Hypothesis: There is no significant difference between the depended variable
and the Income of the respondents at 5% level of significance.
Alternative Hypothesis: There is a significant difference between the depended
variable and the Income of the respondents at 5% level of significance.
ANOVA
Sum of
Squares df
Mean
Square F Sig.
Services Between Groups 3066.582 3 1022.194 129.551 .000
Within Groups 3913.570 496 7.890
Total 6980.152 499
Responsiveness Between Groups 5172.342 3 1724.114 191.967 .000
Within Groups 4454.730 496 8.981
Total 9627.072 499
Security Between Groups 117.996 3 39.332 2.703 .045
Within Groups 7217.932 496 14.552
Total 7335.928 499
Easy use Between Groups 297.840 3 99.280 6.371 .000
Within Groups 7729.110 496 15.583
Total 8026.950 499
Accessibility Between Groups 180.798 3 60.266 4.308 .005
Within Groups 6939.064 496 13.990
Total 7119.862 499
Efficiency Between Groups 3233.566 3 1077.855 112.213 .000
Within Groups 4764.312 496 9.605
Total 7997.878 499
Overall e-
banking service
quality
Between Groups 44541.196 3 14847.065 133.148 .000
Within Groups 55307.754 496 111.508
Total 99848.950 499
234
Result: The table tests the significance difference between depended variables and
the Income of the respondents. The depended variables like services, responsiveness,
security, easy use, accessibility, efficiency and overall E- banking service quality have
been taken as dependent variables. The Income of the respondents has been taken as
independents variable. Since the Income of the respondents like below 10000, 10001-
25000, 25001-50000 and 50001& above have been taken as independent variable and
which had been measured on categorized variable by applying Anova at 5% level of
significance, it is observed that services, responsiveness, security, easy use,
accessibility, efficiency and overall E- banking service quality have significant
difference since the observed value are less than 0.05, so the null hypothesis has been
rejected.
235
ANOVA 4: LOCATION Vs VARIABLE FACTORS
Null Hypothesis: There is no significant difference between the depended variable
and the location of the respondents at 5% level of significance.
Alternative Hypothesis: There is a significant difference between the depended
variable and the location of the respondents at 5% level of significance.
ANOVA
Sum of
Squares df
Mean
Square F Sig.
Services Between Groups 503.792 2 251.896 19.331 .000
Within Groups 6476.360 497 13.031
Total 6980.152 499
Responsiveness Between Groups 3132.122 2 1566.061 119.837 .000
Within Groups 6494.950 497 13.068
Total 9627.072 499
Security Between Groups 6.131 2 3.066 .208 .812
Within Groups 7329.797 497 14.748
Total 7335.928 499
Easy use Between Groups 943.428 2 471.714 33.097 .000
Within Groups 7083.522 497 14.253
Total 8026.950 499
Accessibility Between Groups 319.632 2 159.816 11.680 .000
Within Groups 6800.230 497 13.683
Total 7119.862 499
Efficiency Between Groups 1183.831 2 591.915 43.173 .000
Within Groups 6814.047 497 13.710
Total 7997.878 499
Overall e-
banking service
quality
Between Groups 24702.444 2 12351.222 81.688 .000
Within Groups 75146.506 497 151.200
Total 99848.950 499
236
Result: The table tests the significance difference between depended variables and
the location of the respondents. The depended variables like services, responsiveness,
security, easy use, accessibility, efficiency and overall E- banking service quality have
been taken as dependent variables. The location of the respondents has been taken as
independents variable. Since the location of the respondents like urban, semi urban
and rural have been taken as independent variable and which had been measured on
categorized variable by applying Anova at 5% level of significance, it is observed that
services, responsiveness, easy use, accessibility, efficiency and overall E- banking
service quality have significant difference since the observed value are less than 0.05,
so the null hypothesis has been rejected.
Whereas the other factor like security do not significant differs based on the
location, since the observed value are more than 0.05, so the null hypothesis has been
accepted.
237
ANOVA 5: NO. OF YEARS OF ACCOUNT HOLDING Vs VARIABLE
FACTORS
Null Hypothesis: There is no significant difference between the depended variable
and the number of years having the account of the respondents at 5% level of
significance.
Alternative Hypothesis: There is a significant difference between the depended
variable and the number of years having the account of the respondents at 5% level of
significance.
ANOVA
Sum of
Squares df
Mean
Square F Sig.
Services Between Groups 870.868 3 290.289 23.568 .000
Within Groups 6109.284 496 12.317
Total 6980.152 499
Responsiveness Between Groups 1596.864 3 532.288 32.878 .000
Within Groups 8030.208 496 16.190
Total 9627.072 499
Security Between Groups 113.186 3 37.729 2.591 .052
Within Groups 7222.742 496 14.562
Total 7335.928 499
Easy use Between Groups 999.908 3 333.303 23.526 .000
Within Groups 7027.042 496 14.167
Total 8026.950 499
Accessibility Between Groups 151.819 3 50.606 3.602 .013
Within Groups 6968.043 496 14.048
Total 7119.862 499
Efficiency Between Groups 1144.585 3 381.528 27.613 .000
Within Groups 6853.293 496 13.817
Total 7997.878 499
Overall e-
banking service
quality
Between Groups 19965.727 3 6655.242 41.323 .000
Within Groups 79883.223 496 161.055
Total 99848.950 499
238
Result: The table tests the significance difference between depended variables and
the number of years having the account of the respondents. The depended variables
like services, responsiveness, security, easy use, accessibility, efficiency and overall
E- banking service quality have been taken as dependent variables. The number of
years having the account of the respondents has been taken as independents variable.
Since the number of years having the account of the respondents like below 1 year, 1-
5 years, 5-10 years and above 10 years have been taken as independent variable and
which had been measured on categorized variable by applying Anova at 5% level of
significance, it is observed that services, responsiveness, easy use, accessibility,
efficiency and overall E- banking service quality have significant difference since the
observed value are less than 0.05, so the null hypothesis has been rejected.
Whereas the other factor like security do not significant differs based on
number of years having the account, since the observed value are more than 0.05, so
the null hypothesis has been accepted.
239
ANOVA 6: USING OF SERVICES Vs VARIABLE FACTORS
Null Hypothesis: There is no significant difference between the depended variable
and the frequency of using the service of the respondents at 5% level of significance.
Alternative Hypothesis: There is a significant difference between the depended
variable and the frequency of using the service of the respondents at 5% level of
significance.
ANOVA
Sum of
Squares df
Mean
Square F Sig.
Services Between Groups 1390.478 3 463.493 41.128 .000
Within Groups 5589.674 496 11.270
Total 6980.152 499
Responsiveness Between Groups 2132.719 3 710.906 47.050 .000
Within Groups 7494.353 496 15.110
Total 9627.072 499
Security Between Groups 139.118 3 46.373 3.196 .023
Within Groups 7196.810 496 14.510
Total 7335.928 499
Easy use Between Groups 174.824 3 58.275 3.681 .012
Within Groups 7852.126 496 15.831
Total 8026.950 499
Accessibility Between Groups 216.163 3 72.054 5.177 .002
Within Groups 6903.699 496 13.919
Total 7119.862 499
Efficiency Between Groups 1194.898 3 398.299 29.040 .000
Within Groups 6802.980 496 13.716
Total 7997.878 499
Overall e-
banking service
quality
Between Groups 19690.040 3 6563.347 40.612 .000
Within Groups 80158.910 496 161.611
Total 99848.950 499
240
Result: The table tests the significance difference between depended variables and
the frequency of using the service of the respondents. The depended variables like
services, responsiveness, security, easy use, accessibility, efficiency and overall E-
banking service quality have been taken as dependent variables. The frequency of
using the service of the respondents has been taken as independents variable. Since
the Income of the respondents like below daily, weekly once, monthly once and
monthly twice have been taken as independent variable and which had been measured
on categorized variable by applying Anova at 5% level of significance, it is observed
that services, responsiveness, security, easy use, accessibility, efficiency and overall
E- banking service quality have significant difference since the observed value are
less than 0.05, so the null hypothesis has been rejected.
241
ANOVA 7: TYPE OF ACCOUNT ACCESS THROUGH INTERNET Vs
VARIABLE FACTORS
Null Hypothesis: There is no significant difference between the depended variable
and the type of account access through internet of the respondents at 5% level of
significance.
Alternative Hypothesis: There is a significant difference between the depended
variable and the type of account access through internet of the respondents at 5% level
of significance.
ANOVA
Sum of
Squares df
Mean
Square F Sig.
Services Between Groups 242.856 2 121.428 8.958 .000
Within Groups 6737.296 497 13.556
Total 6980.152 499
Responsiveness Between Groups 258.114 2 129.057 6.846 .001
Within Groups 9368.958 497 18.851
Total 9627.072 499
Security Between Groups 87.317 2 43.659 2.993 .051
Within Groups 7248.611 497 14.585
Total 7335.928 499
Easy use Between Groups 40.498 2 20.249 1.260 .285
Within Groups 7986.452 497 16.069
Total 8026.950 499
Accessibility Between Groups 149.839 2 74.920 5.342 .005
Within Groups 6970.023 497 14.024
Total 7119.862 499
Efficiency Between Groups 456.728 2 228.364 15.050 .000
Within Groups 7541.150 497 15.173
Total 7997.878 499
Overall e-
banking service
quality
Between Groups 2623.304 2 1311.652 6.705 .001
Within Groups 97225.646 497 195.625
Total 99848.950 499
242
Result: The table tests the significance difference between depended variables and
the type of account access through internet of the respondents. The depended
variables like services, responsiveness, security, easy use, accessibility, efficiency and
overall E- banking service quality have been taken as dependent variables. The type
of account access through internet of the respondents has been taken as independents
variable. Since the type of account access through internet of the respondents like
internet mobile and other have been taken as independent variable and which had
been measured on categorized variable by applying Anova at 5% level of
significance, it is observed that services, responsiveness, accessibility, efficiency and
overall E- banking service quality have significant difference since the observed value
are less than 0.05, so the null hypothesis has been rejected.
Whereas the other factors like security and easy use do not significant differs
based on type of account access through internet, since the observed value are more
than 0.05, so the null hypothesis has been accepted.
243
ANOVA 8: NO. OF TIMES OF USING E-BANKING Vs VARIABLE
FACTORS
Null Hypothesis: There is no significant difference between the depended variable
and the number of time using E- banking of the respondents at 5% level of
significance.
Alternative Hypothesis: There is a significant difference between the depended
variable and the number of time using E- banking of the respondents at 5% level of
significance.
ANOVA
Sum of
Squares df
Mean
Square F Sig.
Services Between Groups 1117.342 3 372.447 31.509 .000
Within Groups 5862.810 496 11.820
Total 6980.152 499
Responsiveness Between Groups 2518.890 3 839.630 58.588 .000
Within Groups 7108.182 496 14.331
Total 9627.072 499
Security Between Groups 55.951 3 18.650 1.271 .284
Within Groups 7279.977 496 14.677
Total 7335.928 499
Easy use Between Groups 936.439 3 312.146 21.835 .000
Within Groups 7090.511 496 14.295
Total 8026.950 499
Accessibility Between Groups 261.222 3 87.074 6.297 .000
Within Groups 6858.640 496 13.828
Total 7119.862 499
Efficiency Between Groups 1891.667 3 630.556 51.219 .000
Within Groups 6106.211 496 12.311
Total 7997.878 499
Overall e-
banking service
quality
Between Groups 28448.129 3 9482.710 65.874 .000
Within Groups 71400.821 496 143.953
Total 99848.950 499
244
Result: The table tests the significance difference between depended variables and
the number of time using E- banking of the respondents. The depended variables like
services, responsiveness, security, easy use, accessibility, efficiency and overall E-
banking service quality have been taken as dependent variables. The number of time
using E- banking of the respondents has been taken as independents variable. Since
the type of account access through internet of the respondents like internet mobile and
other have been taken as independent variable and which had been measured on
categorized variable by applying Anova at 5% level of significance, it is observed that
services, responsiveness, accessibility, efficiency and overall E- banking service
quality have significant difference since the observed value are less than 0.05, so the
null hypothesis has been rejected.
Whereas the other factor like security do not significant differs based on
number of time using E- banking, since the observed value are more than 0.05, so the
null hypothesis has been accepted.
245
CHI-SQUARE TEST 15: SERVICES Vs OVERALL E-BANKING QUALITY
Null Hypothesis (H0): There is no significant difference between the services and the
overall E-banking service quality.
Alternative Hypothesis (H1): There is a significant difference between the services
and the overall E-banking service quality
Services * Overall e-banking service quality
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
176.537(b) 1 .000
Result: It is found that the calculated value of X2
is 176.537 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the services and the overall E-banking service quality.
246
CHI-SQUARE TEST 16: RESPONSIVENESS Vs THE OVERALL E-
BANKING SERVICE QUALITY
Null Hypothesis (H0): There is no significant difference between the responsiveness
and the overall E-banking service quality.
Alternative Hypothesis (H1): There is a significant difference between the
responsiveness and the overall E-banking service quality
Responsiveness * Overall e-banking service quality
Chi-Square Tests
Value dfAsymp. Sig.
(2-sided)
Exact Sig.
(2-sided)
Exact Sig.
(1-sided)
Pearson Chi-Square 279.492(b) 1 .000
Result: It is found that the calculated value of X2
is 176.537 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the responsiveness and the overall E-banking service quality.
247
CHI-SQUARE TEST 17: SERVICES Vs OVERALL E-BANKING SERVICE
QUALITY
Null Hypothesis (H0): There is no significant difference between the services and the
overall E-banking service quality.
Alternative Hypothesis (H1): There is a significant difference between the services
and the overall E-banking service quality
Security * Overall e-banking service quality
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
5.474(b) 1 .019
Result: It is found that the calculated value of X2
is 176.537 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the security and the overall E-banking service quality.
248
CHI-SQUARE TEST 18: EASY USE Vs OVERALL E-BANKING SERVICE
QUALITY
Null Hypothesis (H0): There is no significant difference between the easy use and the
overall E-banking service quality.
Alternative Hypothesis (H1): There is a significant difference between the easy use
and the overall E-banking service quality.
Easy use * Overall e-banking service quality
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
108.623(b) 1 .000
Result: It is found that the calculated value of X2
is 108.623 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the easy use and the overall E-banking service quality.
249
CHI-SQUARE TEST 19: ACCESSIBILITY Vs OVERALL E-BANKING
SERVICE QUALITY
Null Hypothesis (H0): There is no significant difference between the accessibility
and the overall E-banking service quality.
Alternative Hypothesis (H1): There is a significant difference between the
accessibility and the overall E-banking service quality
Accessibility * Overall e-banking service quality
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
43.979(b) 1 .000
Result: It is found that the calculated value of X2
is 43.979 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the accessibility and the overall E-banking service quality.
250
CHI-SQUARE TEST 20: EFFICIENCY Vs OVERALL E-BANKING SERVICE
QUALITY
Null Hypothesis (H0): There is no significant difference between the efficiency and
the overall E-banking service quality.
Alternative Hypothesis (H1): There is a significant difference between the efficiency
and the overall E-banking service quality
Efficiency * Overall e-banking service quality
Chi-Square Tests
Value dfAsymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-
Square
189.673(b) 1 .000
Result: It is found that the calculated value of X2
is 189.673 and the table value of the
X2
is 3.184 for the 5 per cent significance level at and df= 1. It is also found that the
calculated value is more than the table value. Hence, the null hypothesis is rejected
and the alternate hypothesis is accepted. It is concluded that there is a significant
difference between the efficiency and the overall E-banking service quality.
25
1
INT
ER
CO
RR
EL
AT
ION
MA
TR
IX
Inte
r C
orr
ela
tio
ns
Ma
trix
bet
wee
n q
ua
liti
es o
f e-
ba
nk
ing
ser
vic
es a
nd
ov
era
ll q
ua
liti
es o
f e-
ba
nk
ing
ser
vic
es
Rel
iab
ilit
yR
esp
on
siven
ess
Sec
uri
ty
Ea
sy u
se
Acc
essi
bil
ity
Eff
icie
ncy
Ov
era
ll e
-ba
nk
ing
serv
ices
Rel
iab
ilit
y
1.1
03
(*)
.05
0.1
04
(*)
-.0
03
.0
49
.48
3(*
*)
Res
pon
siven
ess
.10
3(*
) 1
-.0
19
.0
39
.06
1.0
08
.42
9(*
*)
Secu
rity
.0
50
-.0
19
1
.09
7(*
) .0
36
.10
6(*
) .4
58
(**
)
Easy
use
.1
04
(*)
.03
9.0
97
(*)
1.1
43
(**
) .1
23
(**
) .5
32
(**
)
Acc
essi
bil
ity
-.0
03
.0
61
.03
6.1
43
(**
) 1
.05
0.4
50
(**
)
Eff
icie
ncy
.0
49
.00
8.1
06
(*)
.12
3(*
*)
.05
01
.45
7(*
*)
Ov
era
ll e
-ba
nk
ing
serv
ices
.48
3(*
*)
.42
9(*
*)
.45
8(*
*)
.53
2(*
*)
.45
0(*
*)
.45
7(*
*)
1
* C
orr
elat
ion
is
sig
nif
icant
at t
he
0.0
5 level
(2-t
aile
d).
**
Co
rrel
atio
n i
s si
gn
ific
ant
at t
he
0.0
1 level
(2-t
aile
d)
252
The above table exhibits that there is a significant relationship between reliability and
responsiveness, reliability and easy use, security and easy use, security and efficiency.
There is a highly significant relationship between easy use and accessibility, easy use
and efficiency. Reliability, responsiveness, security, easy use, accessibility, efficiency and
overall e-banking services are highly significantly related.
There is a significant relationship between reliability and responsiveness, easy use and
of overall e-banking services.
There is a highly significant relationship between reliability, responsiveness, security,
easy use, accessibility, efficiency and overall e-banking services.
253
INTER CORRELATION MATRIX
Inter Correlations matrix between the natures of e-banking services
Mean S.D ATM/Debit
card
Credit
card
Mobile
banking
Online
banking Telebanking
ATM/
Debit card 1.50 1.064 1 -.024 .061 .058 .024
Credit
card 3.72 1.739 -.024 1 .023 -.027 .116(**)
Mobile
banking 4.11 1.560 .061 .023 1 .207(**) .735(**)
Online
banking 3.20 1.575 .058 -.027 .207(**) 1 -.183(**)
Tele
banking 4.00 1.629 .024 .116(**) .735(**) -.183(**) 1
** Correlation is significant at the 0.01 level (2-tailed).
The above table shows that the inter correlation matrix between the e-banking channel
and the e-banking channel was used to identify the significance of correlation. It is inferred that
the credit card and Tele banking, mobile banking and online banking, mobile banking and Tele
banking, online banking and Tele banking were having highly significant relationship.
25
4
Inte
r C
orr
ela
tio
n b
etw
een
pro
ble
ms
of
e-b
an
kin
g s
erv
ices
Pa
rti
cu
lars
Mea
nS
.D
Inad
eq
uate
kn
ow
led
ge
ab
ou
t th
e
usa
ge
of
e-
ch
an
nels
Un
suit
ab
le
loca
tion
of
AT
Ms
No o
f
AT
MS
not
suff
icie
nt
Po
or
netw
ork
La
ck o
f
inte
rest
from
cu
stom
ers
Pass
word
forg
ott
en
Card
mis
pla
ced
Mis
use
of
ca
rd
an
d
fra
ud
s
La
ck o
f
con
fid
en
ce
Tech
nic
al
hu
rd
les
of
AT
Ms
an
d
sma
rt
ca
rd
Inad
eq
uate
kn
ow
led
ge
ab
ou
t th
e
usa
ge
of
e -
ch
an
nel
s
5.1
2
2.6
68
1
.04
0.0
55
-.0
67
.05
2.0
42
.02
5.0
41
.02
5.0
88
(*)
Un
suit
ab
le l
oca
tion
of
AT
Ms
5.2
6
2.7
94
.0
40
1.0
67
.03
0.0
03
.02
3-.
02
9.0
09
.04
3.0
33
No.
of
AT
Ms
not
suff
icie
nt
4.8
5
2.5
87
.0
55
.06
71
.05
7.0
60
.06
9.0
04
-.0
04
.05
1.0
52
Po
or n
etw
ork
4
.91
2
.25
4
-.0
67
.03
0.0
57
1.0
69
-.0
08
.15
3(*
*)
.12
2(*
*)
.20
6(*
*)
.12
7(*
*)
La
ck o
f in
tere
st f
rom
cu
stom
ers
3.9
0
2.3
56
.0
52
.00
3.0
60
.06
91
.06
7.0
83
.09
2(*
).1
05
(*)
.14
3(*
*)
Pass
word
Forg
ott
en
4
.41
2
.33
8
.04
2.0
23
.06
9-.
00
8.0
67
1.1
36
(**
).0
05
-.0
12
.17
9(*
*)
Card
mis
pla
ced
3
.86
1
.88
7
.02
5-.
02
9.0
04
.15
3(*
*)
.08
3.1
36
(**
)1
.08
1.0
11
.14
3(*
*)
Mis
use
of
card
an
d
fra
ud
s 3
.34
2
.41
6
.04
1.0
09
-.0
04
.12
2(*
*)
.09
2(*
) .0
05
.08
11
.11
2(*
).1
11
(*)
La
ck o
f co
nfi
den
ce
3.3
0
2.5
29
.0
25
.04
3.0
51
.20
6(*
*)
.10
5(*
) -.
01
2.0
11
.11
2(*
)1
.12
5(*
*)
Tech
nic
al
hu
rd
les
of
AT
Ms
an
d s
ma
rt
ca
rd
3.3
1
2.1
76
.0
88
(*)
.03
3.0
52
.12
7(*
*)
.14
3(*
*)
.17
9(*
*)
.14
3(*
*)
.11
1(*
) .1
25
(**
)1
N5
00
50
05
00
50
05
00
50
05
00
50
05
00
50
0
*C
orr
elat
ion
is
sig
nif
ican
t at
the
0.0
5 lev
el (
2-t
ail
ed).
**
Co
rrel
atio
n i
s si
gn
ific
ant
at t
he
0.0
1 l
evel (2
-tail
ed)
255
Inference
The above table shows that there is significant relationship between
inadequate knowledge about the usage of e-channels and technical hurdles of ATMs
and smart card. There is also from significant relationship between lack of interest
from customers and misuse of cards and frauds, lack of confidence. There is a
significant relationship between misuse of cards and frauds and lack of confidence
and technical hurdles of ATMs and smart card.
There is highly significant relationship between technical hurdles of ATMs
and smart card and poor network, lack of interest from customers, pass word
forgotten, card misplaced, and lack of confidence. The relationship between the
problems of the e-banking services is highly significant. This indicates the
consequence of one problem on the other.